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Salesforce ADX261 Exam Questions

Exam Name: Administer and Maintain Service Cloud
Exam Code: ADX261
Related Certification(s): Salesforce Service Cloud Consultant Certification
Certification Provider: Salesforce
Number of ADX261 practice questions in our database: 177 (updated: Sep. 03, 2024)
Expected ADX261 Exam Topics, as suggested by Salesforce :
  • Topic 1: Industry Knowledge: It explains the factors that influence KPIs and key Contact Center metrics. Moreover, it discusses risks, benefits, and business challenges. Lastly, it focuses on industry standards and general capabilities.
  • Topic 2: Implementation Strategies: This topic deals with participating in a successful consulting engagement, recommending suitable deployment and training strategies, and explaining considerations and implications for data migration, data governance, data quality, and large data volumes.
  • Topic 3: Service Cloud Solution Design: It delves into assessing customer requirements to determine limitations, and design trade-offs for the service agent experience and interaction channels. The topic also discusses data security and compliance requirements.
  • Topic 4: Knowledge Management: It explains Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices as well as determining how to configure Knowledge.
  • Topic 5: Intake and Interaction Channels: It discusses recommending the suitable approach to intake channels and their design. The topic also discusses the use cases and functionality for proposed interaction channels. Lastly, it delves into design considerations and best practices.
  • Topic 6: Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
  • Topic 7: Contact Center Analytics: The topic discusses develop reports and dashboards in Salesforce.
  • Topic 8: Integrations: Explains use cases and considerations for core Service Cloud integrations.
Disscuss Salesforce ADX261 Topics, Questions or Ask Anything Related
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Dolores

4 days ago
Just passed the Salesforce Certified: Administer and Maintain Service Cloud exam! Thanks Pass4Success for the spot-on practice questions.
upvoted 0 times
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Devora

19 days ago
Passing the Salesforce Administer and Maintain Service Cloud exam was a great accomplishment for me. Thanks to Pass4Success practice questions, I was well-prepared for questions on deployment strategies and data governance considerations. One question that I recall from the exam was about the implications of large data volumes on service cloud implementation. Although I wasn't entirely confident in my answer, I still managed to pass the exam.
upvoted 0 times
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Ashlee

2 months ago
My experience taking the Salesforce Administer and Maintain Service Cloud exam was challenging yet rewarding. With the assistance of Pass4Success practice questions, I was able to successfully navigate through topics like industry standards and data migration strategies. One question that I remember from the exam was about the risks and benefits associated with implementing a new contact center solution. Despite some uncertainty, I was able to pass the exam.
upvoted 0 times
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Inocencia

2 months ago
Just passed the Salesforce Certified: Administer and Maintain Service Cloud exam! Be ready for questions on Entitlement Management, especially setting up and managing Service Level Agreements (SLAs). Know how to create entitlement processes and milestones. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
upvoted 0 times
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Beatriz

3 months ago
I recently passed the Salesforce Administer and Maintain Service Cloud exam with the help of Pass4Success practice questions. The exam covered topics such as industry knowledge and implementation strategies. One question that stood out to me was related to key Contact Center metrics and how they influence KPIs. I wasn't completely sure of the answer, but I managed to pass the exam.
upvoted 0 times
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Nu

3 months ago
Alex Thompson
upvoted 0 times
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Alaine

4 months ago
Just passed the Salesforce Certified: Administer and Maintain Service Cloud exam! Be ready for questions on case management workflows - understanding how to set up and optimize case assignment rules is crucial. Study Omni-Channel routing configurations; they love to test on this. Don't forget about Knowledge management - creating article types and data categories is important. Thanks to Pass4Success for their spot-on practice questions, which helped me prepare quickly and effectively!
upvoted 0 times
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Free Salesforce ADX261 Exam Actual Questions

Note: Premium Questions for ADX261 were last updated On Sep. 03, 2024 (see below)

Question #1

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

Reveal Solution Hide Solution
Correct Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.


Question #2

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

Reveal Solution Hide Solution
Correct Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.


Question #3

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

Reveal Solution Hide Solution
Correct Answer: C

To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.


Question #4

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

Reveal Solution Hide Solution
Correct Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.


Question #5

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

Reveal Solution Hide Solution
Correct Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.


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