ADX261 STUDY GROUP - STUDY ADX261 CENTER

ADX261 Study Group - Study ADX261 Center

ADX261 Study Group - Study ADX261 Center

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Salesforce ADX261 Exam is ideal for individuals who are looking to enhance their career prospects in the Salesforce ecosystem or for those who are looking to take their Salesforce Service Cloud administration skills to the next level. Administer and Maintain Service Cloud certification exam is designed to validate the expertise of professionals in the Service Cloud domain, and it is recognized by employers worldwide. Passing ADX261 exam demonstrates that the candidate has the skills and knowledge needed to administer and maintain Service Cloud, which is a crucial component of the Salesforce platform.

The ADX261 Certification Exam covers a wide range of topics, including case management, knowledge management, Omni-channel routing, service entitlements, and service contracts. ADX261 exam also tests the candidates' knowledge of Salesforce automation tools, reporting and analytics, and integrations with other systems.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q111-Q116):

NEW QUESTION # 111
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

  • A. Optimized use of resources
  • B. Reduced support channels
  • C. Increased call deflection
  • D. Increased call routing accuracy
  • E. Reduced issue resolution time

Answer: A,C,E

Explanation:
Knowledge-Centered Support (KCS) is a methodology that enhances how customer service and support teams access and use knowledge to deliver greater value to customers, employees, and stakeholders. Some of the benefits that can be expected from KCS adoption are:
Increased call deflection: KCS enables customers to find answers to their questions or issues through self-service channels, such as knowledge bases, communities, or chatbots. This reduces the number of calls or emails that reach the support team and improves customer satisfaction and loyalty.
Reduced issue resolution time: KCS allows agents to access and update knowledge articles as part of their support process. This helps them find the information they need to solve problems faster and more accurately, as well as share their knowledge with other agents and customers.
Optimized use of resources: KCS reduces the need for dedicated knowledge management roles or processes, as knowledge creation and maintenance are integrated into the support workflow. This frees up time and resources for other value-added activities, such as product improvement, innovation, or training. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Knowledge-Centered Service (KCS) Overview


NEW QUESTION # 112
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, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

  • A. Approval Processes
  • B. Support Processes
  • C. Support Types

Answer: B


NEW QUESTION # 113
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

  • A. Einstein Bots
  • B. Web Chat
  • C. Call Center Agent
  • D. Chatter Group

Answer: A,B


NEW QUESTION # 114
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

  • A. Publish a Managed package
  • B. Create an Unmanaged package
  • C. Change set
  • D. Manuallyre create the Permission sets

Answer: C

Explanation:
A Change Set is the deployment solution that a consultant should use to deploy permission sets granting access to objects and fields from one of its sandboxes to Production. A Change Set is a collection of metadata components that can be deployed from one Salesforce org to another. A Change Set can be used to deploy permission sets, which are sets of permissions and settings that grant users access to various tools and functions in Salesforce. Permission sets can be used to extend users' functional access without changing their profiles. Verified Reference: [Service Cloud Consultant Certification Guide & Tips], Change Sets Overview


NEW QUESTION # 115
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?

  • A. AppExchange package
  • B. Messaging for Web
  • C. Einstein Bots

Answer: B


NEW QUESTION # 116
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