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ADX261 Questions Prepare with Learning Information
NEW QUESTION # 59
Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements'
- A. Use a Dynamic Dashboard based on running user.
- B. Ensure View All Data is not assigned to users.
- C. Add multiple Dashboard Filters.
- D. Configure e deshboerd refresh schedule.
Answer: A
NEW QUESTION # 60
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?
- A. Quick Actions added to the case page
- B. Macro to open related cases
- C. Customized case hovers
- D. Actions and Recommendations component
Answer: C
NEW QUESTION # 61
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Track not promoter scores as part of an automated survey after case closure for every cote.
- B. Track the average calls per day, average cases per agent, and average cases per case type.
- C. Measure difference in CSAT ol cases with and without articles attached.
- D. Benchmark the average cases per agent versus the team average across each case channel
Answer: B
NEW QUESTION # 62
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Article Record Types must be created before the import.
- B. Multiple Article Record Types can be imported in the same CSV.
- C. Each Article Record Type must be in a separate CSV.
- D. Article Record Types will be created as part of the import.
Answer: A,B
NEW QUESTION # 63
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based profiles to the associated product article types
- C. Assign team-based roles to the associated product data category value
- D. Assign team-based roles to the associated product article types
Answer: C
NEW QUESTION # 64
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article
type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Add Authors to the FAQ data category
- B. Set Article Or Wide to Public Read Write
- C. Grant Authors acess to FAQ artcle type
- D. Grant authors access to the FAQ records type
Answer: D
NEW QUESTION # 65
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue
improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?
- A. Most Revised Articles
- B. Top Articles sorted descending
- C. Search Activity Gaps
- D. Most Linked Articles
Answer: D
NEW QUESTION # 66
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
- A. Attachments and .html files in Classic Knowledge are moved to the Files object.
- B. Visualforce pages refer to Classic article types.
- C. Approval process history migrate to Lightning Knowledge.
- D. Each article must be associated to a record type.
- E. Article numbers change during migration.
Answer: A,C,D
NEW QUESTION # 67
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable suggested articles on new cases.
- B. Enable agents to create their own personal articles.
- C. Enable article submission during case close.
- D. Create an email template to send articles as PDF attachments.
- E. Enable article customization for open cases.
Answer: A,C,D
NEW QUESTION # 68
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. CTI Adapter configuration
- B. Service Console case creation configuration
- C. Lightning Console enablement
- D. Call Center Definition File creation
Answer: A,D
NEW QUESTION # 69
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Entitlements and Milestones
- B. Case Assignment
- C. Case Escalation
- D. Salesforce Console
Answer: A
NEW QUESTION # 70
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Configure the new app in developer org and use an unmanaged package to deploy to production.
- D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
Answer: C
NEW QUESTION # 71
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?
- A. create an auto response rule to send the article to teh customer
- B. create a lightning email template to sned artilce to customer
- C. create a workflow email alert to send the artilce to the customer
- D. Create a macro to send an email with the article to customer
Answer: B
NEW QUESTION # 72
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report contains a chart.
- C. The report has a standard Report Type.
- D. The report is shared with a Chatter Group.
- E. The report chart is added to the Page Layout.
Answer: A,B,E
NEW QUESTION # 73
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. Mobile Connect
- B. omni Channel
- C. Contact Request
- D. Field Service
Answer: D
NEW QUESTION # 74
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers
- A. Average call handle time by team.
- B. Number of cases created - - Site by month
- C. Number of cases closed by a self-service user
- D. Number of IVR inquiries without agent involvement.
Answer: B,C
NEW QUESTION # 75
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers
- A. Standard Email-to-case
- B. On-Domand Emali-to-Case
- C. Web-to-Case forms
- D. Apex Email Service
Answer: A,B
NEW QUESTION # 76
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?
- A. Create a blocking rule.
- B. Create sensitive data rules.
- C. Enable Assistance Flag Configuration setting.
- D. Enable Sneak Peek Configuration setting.
Answer: D
NEW QUESTION # 77
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Salesforce ADX261 exam is a certification test designed for professionals who want to demonstrate their knowledge and expertise in administering and maintaining Salesforce Service Cloud. ADX261 exam measures the knowledge of the candidate in various areas such as designing and implementing knowledge management, configuring and managing case escalation rules, managing entitlements and Service Level Agreements (SLAs), and configuring and managing the Salesforce Console. ADX261 exam is ideal for professionals who want to enhance their skills and demonstrate their proficiency in Service Cloud administration.
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