[Sep 09, 2023] ADX261 Exam Dumps - Try Best ADX261 Exam Questions - Exams4Collection
Verified ADX261 exam dumps Q&As with Correct 200 Questions and Answers
The ADX261 exam covers a range of topics, including Service Cloud configuration, data management, automation, and troubleshooting. Individuals who pass the exam will have a deep understanding of Service Cloud and will be able to manage it efficiently. They will also be able to customize Service Cloud to meet the unique needs of their organization, and they will have the skills to troubleshoot any issues that may arise. The ADX261 certification is highly valued in the Salesforce community and is a testament to an individual's expertise in managing Service Cloud.
NEW QUESTION # 11
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. Most Linked Articles
- C. Top Articles sorted descending
- D. Search Activity Gaps
Answer: B
NEW QUESTION # 12
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Number of calls offered
- B. Schedule adherence
- C. Quality monitoring score
- D. Agent utilization
Answer: B,D
NEW QUESTION # 13
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?
- A. Data Category Visibility
- B. Article Translation
- C. Data Category Groups
- D. Chatter Answers
Answer: A
NEW QUESTION # 14
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Web-to-Case
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Salesforce for Outlook
Answer: B
NEW QUESTION # 15
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. Grant authors access to the FAQ records type
- C. Set Article Or Wide to Public Read Write
- D. Grant Authors acess to FAQ artcle type
Answer: B
NEW QUESTION # 16
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers
- A. Lightning Process Builder
- B. Interaction Log
- C. Lightning Flow for service
- D. Path for Cases
Answer: B,C
NEW QUESTION # 17
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A. Web-to-Case
- B. Case Assignment Rules
- C. Embedded Chat Service
- D. Customer Community
Answer: C
NEW QUESTION # 18
service representatives are complaining that their lightning service console is too crowded
Making it difficult to find tab and features required. After reviewing service console all configured features are required.
- A. Create multiple console layouts
- B. Enable keyboard shortcuts
- C. Configure Macros
- D. Define criteria-based record page components
Answer: B
NEW QUESTION # 19
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?
- A. Standard Web-to-Case with assignment rules
- B. Lightning Email with web routing prioritization
- C. Standard Email-to-Case with assignment rules
- D. Omni-Channel with prioritized queues
Answer: C
NEW QUESTION # 20
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. DynamicDahsbaord by Call Center
- B. Case report grouped by call center
- C. Report Subscriptions by call center
- D. Reporting Snapshots by call center
Answer: D
NEW QUESTION # 21
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan
recommend.
- A. Chatter Answers
- B. Contacts
- C. Contracts and SLASs
- D. Cases
Answer: A,B
NEW QUESTION # 22
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs with Case Subtabs
- C. Case tabs with Account subtabs
- D. Account tabs and Cases tab
Answer: A
NEW QUESTION # 23
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
- A. Omni channel
- B. Mobile connect
- C. Contact Requests
- D. field service
Answer: D
NEW QUESTION # 24
Support cent©' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process **
Choose 2 answers
- A. Outbound Sales Dialer
- B. Macros
- C. Quick Action
- D. History Utility
Answer: A,D
NEW QUESTION # 25
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. Configure a chat validation rule
- B. Customize the lightning console chat page
- C. Customize the pre chat form
- D. ConfigureLightningGuided Engagement
Answer: C
NEW QUESTION # 26
Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated
Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the
lack of quality checking? Choose
2 answers
- A. Set up an intuitive Data Category hierarchy
- B. Restrict the Manage Articles user permission
- C. Require that an article be added when closing a case
- D. Enable and configure wildcards for article searches
Answer: C,D
NEW QUESTION # 27
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A. Change Sets
- B. Mass Transfer Records
- C. Data Loader
- D. Data Import Wizard
Answer: A,B
NEW QUESTION # 28
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?
- A. Service Cloud Voice with Tele-pay
- B. Field Service with Integrated Payments
- C. Experience Cloud with Customer Account Portal template
- D. Einstein Bots with Credit Card Payments
Answer: A
NEW QUESTION # 29
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Define separate Record Types for Tier 1 and Tier 2
- B. Enable Omni-Channel Case assignment
- C. Configure a Visual Flow Troubleshooting Action
- D. Implement Lightning Guided Engagement
Answer: D
NEW QUESTION # 30
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
- A. Set Work Item Size Percentage of Capacity to only consume part of an agent's availability.
- B. Use a Most Aavailable Routing Model which will assign to the agent that be available next.
- C. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
- D. Configure an Overflow Assignee with a user or queue outside the routing configuration.
Answer: A
NEW QUESTION # 31
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?
- A. Define Case Auto-Response Rules.
- B. Configure Case Escalation Rules.
- C. Establish Case Assignment Rules.
- D. Create a Process Builder with Scheduled Actions.
Answer: B
NEW QUESTION # 32
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?
- A. Customize the Pre-chat form.
- B. Configure a Live Chat Validation Rule.
- C. Customize the Lightning Console chat page.
- D. Configure Lightning Guided Engagement.
Answer: A
NEW QUESTION # 33
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Lightning Utility Bar
- B. Quick Text
- C. Macros
- D. Service Console
Answer: C
NEW QUESTION # 34
......
Salesforce ADX261 Test Engine PDF - All Free Dumps: https://www.exams4collection.com/ADX261-latest-braindumps.html
Get New ADX261 Certification – Valid Exam Dumps Questions: https://drive.google.com/open?id=1prwKrQ3JeE6poHNolGpCSlZujxtnq-ed
