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Latest ADX261 Dumps Pdf, ADX261 Free Dumps

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If you want to pass the Administer and Maintain Service Cloud exam as shortly as possible, we will provide you the ADX261 exam dumps to help you to pass it. You only need to practice the Administer and Maintain Service Cloud exam dumps for adot 20 to 70 hours, you can pass it successfully. Our Administer and Maintain Service Cloud exam braindumps will save your time as well as improve your efficiency. Since the skilled professionals will guide you through you practice ADX261 the exam dumps.

The ADX261 Certification Exam consists of 60 multiple choice and multiple select questions that are to be completed within 105 minutes. Candidates need to score 65% or higher to pass the exam. ADX261 exam covers a range of topics such as configuring case management, setting up service entitlements, implementing knowledge management, and managing service contracts. Candidates must also have a good understanding of key Service Cloud features such as Live Agent, Omni-Channel, and Service Console.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q34-Q39):

NEW QUESTION # 34
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

A. Lightning Guided Engagement
B. Service Console Macros
C. Path for Cases
D. Lighining Row Component

Answer: A

NEW QUESTION # 35
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

A. Data Loader
B. Data Import Wizard
C. Mass Transfer Records

Answer: A

Explanation:
For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.

NEW QUESTION # 36
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Configure Omni-channel to assign cases directly to Tier 2.
B. Create Knowledge Articles and publish internally and publicly.
C. Configure IVR routing to bypass Tier 1 for the product line.
D. Create a dashboard to track and manage call volumes by type.

Answer: B

Explanation:
Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Knowledge Overview

NEW QUESTION # 37
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) 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 support key performance indicators (KPIs), CK wants to know where to focus its efforts next.
What should a consultant recommend that CK do next?

A. Use the Search Activity Gaps dashboard component.
B. Detach articles from cases to reset statistics.
C. Allow agents to create and publish articles independently.

Answer: A

NEW QUESTION # 38
Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

A. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
B. An organization-wide default of Public Read/Write on the Case object
C. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

Answer: A

NEW QUESTION # 39
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