[Q26-Q43] Salesforce ADX261 Practice Verified Answers - Pass Your Exams For Sure! [2023]

5/5 - (2 votes)

Salesforce ADX261 Practice Verified Answers – Pass Your Exams For Sure! [2023]

Valid Way To Pass Certified Service Cloud Consultant’s ADX261 Exam

Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Create and manage entitlements to customize the level of support for each customer Enable Lightning Knowledge and assign appropriate user licenses
Topic 2	Customize access to, permissions for, and visibility of knowledge tools and processes Enable communities in your Salesforce org
Topic 3	Optimize the use of Omni-Channel Case Escalations and Entitlements
Topic 4	Add the Reputation component to the community Customize fields, page layouts, and record types for different kinds of support cases
Topic 5	Customize the look and layout of the community Create processes to streamline a support team’s workflow and case management
Topic 6	Customize page layouts and record types to support knowledge article management Create a permission set for effective administration of communities
Topic 7	Define picklist values for each new record type Salesforce Self-Service Communities Create your own Service Console app
Topic 8	Enable and utilize Chat (formerly Live Agent Customize the Lightning Console pages

NEW QUESTION 26
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?

Most Revised Articles

Most Linked Articles

Top Articles sorted descending

Search Activity Gaps

NEW QUESTION 27
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type

NEW QUESTION 28
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?

Lighining Row Component

Lightning Guided Engagement

Service Console Macros

Path for Cases

NEW QUESTION 29
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

Article Record Types must be created before the import.

Each Article Record Type must be in a separate CSV.

Article Record Types will be created as part of the import.

Multiple Article Record Types can be imported in the same CSV.

NEW QUESTION 30
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

NEW QUESTION 31
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

Enable article customization for open cases.

Enable agents to create their own personal articles.

Enable suggested articles on new cases.

Enable article submission during case close.

Create an email template to send articles as PDF attachments.

NEW QUESTION 32
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

NEW QUESTION 33
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

An email to case inquiry

On-demand email to case

While holding for a support agent

Web-to-case question

NEW QUESTION 34
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Validation Rules

Einstein Next Best Action

Service Analytics Predictions

Einstein Reply Recommendations

NEW QUESTION 35
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

Customize service channel settings to define how the organization receives work from various

Create a Salesforce Case to have Omni-Channel enabled.

Create the necessary objects in Salesforce.

From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

NEW QUESTION 36
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

Select Flag as new version’ checkbox when publishing.

Use Smart Link to Article to select the prior version.

Enable Knowledge User for Service Agents.

Use the Clone option to create a new article.

NEW QUESTION 37
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

Dashboad folder sharing

Org wide default for cases set to private

Dynamic dashboards

Case Object permissions set to create and read

NEW QUESTION 38
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

NEW QUESTION 39
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

The Approval Process will automatically Publish.

Approve articles from the Knowledge approval page to Publish.

Agents must click Publish after the Approval Process.

Set the final approval action to “Lock the record for editing”.

NEW QUESTION 40
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

NEW QUESTION 41
Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent’s requirements?
Choose 2 answers

Add multiple ELSE IF blocks after the IF block

Add conditional logic to the instructions

Create a formula to build the macro logic around

Add a formula block to the macro

NEW QUESTION 42
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

customer satisfaction Survey

Customer Purchase History

Customer Support Requests

Net promoter Score

Service Level Agreement

NEW QUESTION 43
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

Email-to-case

Social Customer Service

Chat

Web-to-case

Loading …