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ADX261 Exam Preparation: Administer and Maintain Service Cloud & ADX261 Best Questions

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By passing the Salesforce ADX261 certification exam, you will demonstrate your proficiency in administering and maintaining the Service Cloud on the Salesforce platform. You will also gain recognition as a certified Salesforce professional, which can help you advance your career and increase your earning potential. Additionally, the certification will give you access to a community of Salesforce experts who can provide you with support and guidance throughout your career.

Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed for professionals who want to validate their knowledge of Salesforce Service Cloud administration and maintenance. ADX261 Exam measures an individual's ability to configure and manage the Service Cloud Console, Salesforce Knowledge, Service Cloud communities, and other Salesforce Service Cloud features. It also evaluates an individual's ability to troubleshoot common Service Cloud implementation issues and manage service-level agreements (SLAs) for customer support.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q120-Q125):

NEW QUESTION # 120
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?

A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations
B. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance
C. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

Answer: A

Explanation:
Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.

NEW QUESTION # 121
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

A. Entitlement process
B. Salesforce Survey
C. Service Contracts

Answer: A

NEW QUESTION # 122
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Lightning Process Builder
B. Interaction Log
C. Lightning Row for Service
D. Path for Cases

Answer: B,C

NEW QUESTION # 123
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?

A. Set up escalation rules.
B. Set up self-service Knowledge.
C. Set up assignment rules and case queues.

Answer: B

Explanation:
To address a high call abandonment rate, setting up self-service Knowledge in Service Cloud Voice is recommended. Providing customers with easy access to Knowledge articles enables them to find answers to their queries without the need for direct agent interaction, potentially reducing call volumes and call abandonment rates by offering alternative solutions.

NEW QUESTION # 124
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.
Which feature should the consultant recommend?

A. Build a dashboard.
B. Build a custom report type.
C. Build a joined report.

Answer: B

NEW QUESTION # 125
......

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