Prepare for the Actual Certified Service Cloud Consultant ADX261 Exam Practice Materials Collection
Certified Service Cloud Consultant Certified Official Practice Test ADX261 - Apr-2023
The ADX261 exam is a challenging test that requires a comprehensive understanding of Service Cloud administration and maintenance. To pass the exam, administrators must demonstrate their ability to configure and customize Service Cloud, manage data and records, and use analytics to drive business insights. The exam is designed to test an administrator's ability to solve complex problems and make informed decisions based on data and insights.
NEW QUESTION # 87
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. Contact Request
- B. Mobile Connect
- C. omni Channel
- D. Field Service
Answer: D
NEW QUESTION # 88
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.
CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.
What is the recommended solution to meet the requirements?
- A. Live Agent and Live Message
- B. Omni-Channel with Skills-Based Routing.
- C. Experience Cloud with self-support
- D. Knowledge One with Article Recommendations
Answer: B
NEW QUESTION # 89
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?
- A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
- B. Deliver the entire project simultaneously so as to present UC with a completed solution.
- C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.
- D. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
Answer: C
NEW QUESTION # 90
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. Salesforce for Outlook
- C. Email-to-Case
- D. On-Demand Email-to-Case
Answer: C
NEW QUESTION # 91
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?
- A. Enable the knowledge sidebar related list on the case page layout.
- B. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
- C. Create a visualforce page called knowledge sidebar on the case page layout.
- D. Enable the knowledge sidebar setting in the case support settings.
Answer: D
NEW QUESTION # 92
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
- B. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
Answer: B
NEW QUESTION # 93
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. On-Demand Email-to-case
- B. Web to case forms
- C. Omni channel routing
- D. Standard email to case
Answer: A
NEW QUESTION # 94
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?
- A. Web-to-case
- B. Social Customer Service
- C. Chat
- D. Email-to-case
Answer: D
NEW QUESTION # 95
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Web-to-Case
- B. Salesforce for Outlook
- C. Email-to-Case
- D. On-Demand Email-to-Case
Answer: C
NEW QUESTION # 96
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Service cloud console
- B. Knowledge base
- C. Automatic call distribution
- D. Customer community
Answer: B,D
NEW QUESTION # 97
Milestones can be added to which three object types?
Choose 3 Answers
- A. Account
- B. Service
- C. Entitlement
- D. Work order
- E. Case
Answer: D,E
NEW QUESTION # 98
Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?
- A. Partner Community Login
- B. High Volume Customer Portal
- C. Customer Community Login
- D. Service Cloud Portal
Answer: D
NEW QUESTION # 99
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. Apex Email Service
- B. Standard Email-to-case
- C. On-Domand Emali-to-Case
- D. Web-to-Case forms
Answer: B,C
NEW QUESTION # 100
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Data Category to assign an article record type to a Reviewer.
- B. Approval Process that assigns an Article to a Reviewer Queue.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Knowledge Action to Publish an Article once the Article is approved.
Answer: A,B
NEW QUESTION # 101
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers
- A. Approval process history migrate to Lightning Knowledge.
- B. Attachments and .html files in Classic Knowledge are moved to the Files object.
- C. Each article must be associated to a record type.
- D. Article numbers change during migration.
- E. Visualforce pages refer to Classic article types.
Answer: A,B,C
NEW QUESTION # 102
Universal Containers wants to Jet 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. Experience Cloud site
- B. Embedded Chat Service
- C. Case Assignment Rules
- D. Web-to-CaM
Answer: B
NEW QUESTION # 103
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Ace Salesforce ADX261 Certification with Actual Questions Apr 22, 2023 Updated: https://www.passtestking.com/Salesforce/ADX261-practice-exam-dumps.html
2023 The Most Effective ADX261 with 150 Questions Answers: https://drive.google.com/open?id=1VLqJ_kzuQ7Wy1PJwy4qseoiO365TOHTO