ADX261 Dumps Questions - Effective Way to Get Certified

ADX261 Dumps Questions – Effective Way to Get Certified

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April 24, 2024

If you're in the field of Salesforce, you know how important it is to stay up-to-date with the latest knowledge and skills to protect your organization's networks and data. One way to do that is by obtaining Certified Service Cloud Consultant, specifically the ADX261 exam. While preparing for the ADX261 exam, you might consider using ADX261 dumps to help you familiarize yourself with the exam format and content. These ADX261 exam dumps questions can be an effective way to gauge your knowledge and identify areas where you may need additional study. Study online free ADX261 exam dumps below.

Page 1 of 6

1. Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

Case assignment rules

Omni-Channel

Case team

2. Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.

What is the recommended option to prevent the creation of spam cases?

On-Demand Email-to-Case Threading

Web-to-Case with Einstein Case Classification

Web-to-Case with reCAPTCHA enabled

3. Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

Dashboard viewer

Team leaders

VP of service

4. Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.

Which prerequisite should the consultant consider?

Publisher actions are on the page layout.

All users have permission to create macros.

The Lightning page contains the Run Macros action.

5. Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

Train on keyboard shortcuts.

Prepare macros.

Create multiple console layouts.

6. A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

Use the Case Historical Trending report type.

Use the Cases with Milestones report type.

Use the Case Lifecycle report type.

7. Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Path for Cases

Escalation Rules

Einstein Next Best Action

8. Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window.

What should a consultant recommend?

Ask the customer to send the PDF via email.

Use File Preview in the chat.

Download the PDFs from the chat.

9. Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with

its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history.

Which feature should the consultant recommend to meet the requirement?

Use Slack for Service for Case Swarming.

Send Email Quick Action to loop in the stakeholders.

Use child Cases to interact with the partner.

10. Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are always between 175 and 255 characters.

What should the consultant recommend that UC use for messaging?

SMS Long Code

SMS Enhanced

SMS Short Code

Page 2 of 6

11. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

Incorporate the additional requirements to the project scope and continue with the original project schedule.

Prepare a change order to account for the additional requirements and communicate the new project schedule.

Document the gap in requirements and discuss the schedule and budget Impact with the project team.

12. Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.

Following best practices, which development and deployment path should a consultant recommend?

Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

13. The cost of providing contact center support has steadily increased. Universal Containers

wants to take cost-saving measures.

What should the consultant recommend?

Configure a self-service Knowledge Base.

Configure Skills-Based Routing for service channels.

Create auto-response templates for Case emails.

14. Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

Develop a globally-shared macro to create a new article.

Use a trigger to automatically create a new article.

Create a Quick Action to map case fields to a new article

15. Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.

Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

Implement flow orchestration with Work Guides

Implement a third-party app from AppExchange.

Implement Guidance for Success and Knowledge articles.

16. Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.

Which setting should a consultant configure to meet the requirements?

Skills-Based Routing

Capacity Model

Secondary Routing Priority

17. Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a consultant recommend that UC's Salesforce admin do in this scenario?

Postpone the release to the production org so the team can finish the project before the release is deployed.

Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

18. Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

Chat Supervisor tab and Whisper Messages

Incident Management tab and Whisper Messages

Omni-Channel Supervisor and Whisper Messages

19. Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

Waterfall

Hybrid

Agile

20. Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.

How should the consultant display the data quickly?

Create reports from Cases and display on a dashboard.

Migrate the data to a data lake and request a dashboard.

Use Einstein Analytics for Service Cloud,

Page 3 of 6

21. A consultant has been hired to integrate a client's phone system with the Service Console.

What is the consultant required to do during this integration?

Enable the Lightning Console.

Configure the CTI Adapter.

Add the utility bar to the app.

22. 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 sharing set to grant the Experience Cloud site user access to records associated to their Contact record

A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

An organization-wide default of Public Read/Write on the Case object

23. Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

Case History related list

Actions & Recommendations component

Activity analytics tab

24. Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

Which solution should a consultant recommend to meet this requirement?

Use auto-response rules to send an email to the customer.

Use Escalation Rules to assign the case to a case queue.

Use Flow Builder to send an email to the customer.

25. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.

Which benefit can be expected?

Reduced post-interaction time

Reduced first contact resolution time

Reduced issue resolution time

26. Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.

What is the recommended feature to improve productivity?

Keyboard shortcuts

Quick text

Custom macros

27. Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

Case teams

Case swarms

Account teams

28. 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?

Allow agents to create and publish articles independently.

Use the Search Activity Gaps dashboard component.

Detach articles from cases to reset statistics.

29. Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Create queues with support agents and use assignment rules.

Predefine case teams and use assignment rules.

Configure Web-to-Case and use assignment rules,

30. Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.

Following best practices, which solution should a consultant recommend?

Email-to-Case

AppExchange package

Web-to-Case

Page 4 of 6

31. 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?

Omni-Channel

Record Types

Dynamic Forms

32. A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. 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?

Einstein Next Best Action

Service Analytics Predictions

Visual Remote Assistant

33. Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).

Which feature should the consultant consider?

Entitlements

Case Management

Service Contracts

34. Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.

Which mobile development option should the consultant recommend?

Create two custom mobile apps, one for Apple and the other for Android.

Explain that community users can access the site through a web browser.

Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

35. The support team at Cloud Kicks would like to implement a messaging tool to address common

customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

Slack Connect

Service GPT

Einstein Bots

36. Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.

What should the consultant recommend to decrease case closure time?

Add data category groups.

Create synonym groups.

Enable Suggested Articles.

37. A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

Number of closed cases

Agent utilization

Deflection rate

38. Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.

What should a consultant consider when moving these images into Salesforce Knowledge?

Add images to an HTML file.

Ensure each image is less than 25 M

Change all images to JPEG files.

39. 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?

Lightning Knowledge

Quick text template

Custom case actions

40. Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

Omni-Channel Analytics

Omni-Channel Utility component

Omni-Channel Supervisor tab

Page 5 of 6

41. Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs).

Which approach should a consultant recommend in this scenario?

Assign a global team of experienced analysts to create a standard report template.

Ask leadership, management, and agents in all regions to vote on the standard report template.

Request that the VP of worldwide support design a standard report template to provide a clear vision,

42. As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

Measure cases with and without articles attached with high CSAT scores.

Measure cases with and without articles attached with high net promoter scores (NPS),

Measure cases with and without articles attached based on case status.

43. Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured.

Which feature should a consultant recommend to accomplish this objective?

Approval Processes

Support Types

Support Processes

44. Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.

What should a consultant recommend to address this problem?

Create a Case Macro.

Create a Validation Rule.

Create an action on Case,

45. Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.

What should the consultant recommend to meet the requirements?

Trailhead

Einstein Next Best Action

Experience Cloud site

46. Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.

What is the recommended level of case access for the Case Team role?

Territory Rule

Read-Only

Private

47. 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?

Add the Account object to Recent Items utility.

Include the History utility in the console app.

Mention the case number in a Chatter group.

48. Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.

What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

Develop custom Knowledge reports and dashboards.

Create a review board to evaluate and manage Knowledge articles.

Install the Knowledge Base Dashboards & Reports AppExchange package.

49. Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

Custom Report Types with Reports and Dashboards

Knowledge Base Reports and Dashboard Package Installation

Knowledge Dashboard Pack for CRM Analytics Installation

50. A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.

What should the agent do next?

End the messaging session with the customer.

Mark the messaging session as customer Inactive.

Leave the messaging session with the customer open.

Page 6 of 6

51. 1.The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

Case report grouped by Call Center

Case History report grouped by Call Center

Dynamic Dashboard grouped by Call Center

52. Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.

What should the consultant recommend to meet this requirement?

Social media

Messaging apps

Salesforce Knowledge

53. After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.

How should the consultant resolve this issue?

Inform users that the only way to create articles is from the Knowledge component.

Enable Read/Write/Create permissions for Knowledge articles.

Add the Manage Salesforce Knowledge permission to the user's profile.

54. Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.

Which solution should a consultant recommend to meet these requirements?

Define entitlements and milestones.

Enable and configure Omni-Channel routing.

Implement Lightning flow with time-based actions.

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