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Salesforce ADX261 Exam
- Topic 1: Create and manage entitlements to customize the level of support for each customer/ Enable Lightning Knowledge and assign appropriate user licenses
- Topic 2: Customize the look and layout of the community/ Create processes to streamline a support team?s workflow and case management
- Topic 3: Add the Reputation component to the community/ Customize fields, page layouts, and record types for different kinds of support cases
- Topic 4: Customize access to, permissions for, and visibility of knowledge tools and processes/ Enable communities in your Salesforce org
- Topic 5: Customize page layouts and record types to support knowledge article management/ Create a permission set for effective administration of communities
- Topic 6: Manage and close cases more efficiently using knowledge articles/ Create and manage articles to ensure quality of information
- Topic 7: Enable and utilize Chat (formerly Live Agent/ Customize the Lightning Console pages
- Topic 8: Define picklist values for each new record type/ Salesforce Self-Service Communities/ Create your own Service Console app
- Topic 9: Optimize the use of Omni-Channel/ Case Escalations and Entitlements
Free Salesforce ADX261 Exam Actual Questions
The questions for ADX261 were last updated On Nov. 28, 2023
Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consulant recommend to meet the requiements?
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
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