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Salesforce ADX261 Dumps PDF | Exam ADX261 Cram

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Salesforce ADX261 certification exam covers a range of topics, including Service Cloud data model, case management, knowledge management, service console, Omni-channel routing, entitlements, service contracts, and analytics. ADX261 exam also evaluates the candidate's knowledge of the Service Cloud administration tasks, such as managing users, profiles, and permissions, configuring email-to-case, web-to-case, and chat, creating and managing reports and dashboards, and troubleshooting common Service Cloud issues.

By earning the Salesforce ADX261 certification, you will demonstrate your expertise and credibility in managing and maintaining Salesforce Service Cloud, and increase your value and career opportunities in the Salesforce ecosystem. You will also join a community of certified professionals who share best practices, network, and learn from each other.

The ADX261 Certification Exam is a multiple-choice exam that consists of 60 questions. Candidates have 105 minutes to complete the exam. ADX261 exam is designed to test the candidate's knowledge of Service Cloud features and functionality, as well as their ability to configure and manage Service Cloud solutions. To pass the exam, candidates must achieve a passing score of 65% or higher.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q187-Q192):

NEW QUESTION # 187
Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases.
What should a consultant recommend to meet the requirements?

A. Mention the case number in a Chatter group.
B. Add the Account object to Recent Items utility.
C. Include the History utility in the console app.

Answer: A

Explanation:
To facilitate collaboration on cases among service agents, using Chatter provides a platform for discussion and information sharing within Salesforce. By mentioning the case number in a Chatter group, agents can quickly share and access case details, enabling efficient collaboration. This method leverages Salesforce's social collaboration features, allowing for real-time communication and problem-solving among team members.

NEW QUESTION # 188
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?

A. Quick text template
B. Lightning Knowledge
C. Custom case actions

Answer: C

Explanation:
To facilitate service agents sending emails with attachments based on case details, configuring custom case actions in the Lightning Service Console is recommended. These actions can be tailored to include email templates and attachment options, streamlining the process for agents and enhancing case resolution efficiency.

NEW QUESTION # 189
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A. Visual Remote Assistant
B. Field Service
C. Workforce Engagement
D. Incident Management

Answer: B

Explanation:
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified Reference: 1: Field Service Overview

NEW QUESTION # 190
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?

A. Record Types
B. Omni-Channel
C. Dynamic Forms

Answer: A

Explanation:
For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.

NEW QUESTION # 191
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
B. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Answer: C

Explanation:
This is the best approach for deploying the Service Cloud to multiple contact centers located across different regions with standardized processes and reporting. By assigning a global team of experienced agents and leaders, you can leverage their expertise and insights to create a common design template and report structure that meets the business requirements and best practices of each region. This way, you can ensure consistency, efficiency, and quality across all contact centers. You can also facilitate communication and collaboration among the global team members and stakeholders. Verified Reference: [Best Practices for Implementing Service Cloud]

NEW QUESTION # 192
......

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