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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 May. 26, 2023
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.
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 reporting solution should be recommended?
Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be
reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?
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 reporting solution should be recommended?
Milestones can be added to which two Object types?
Choose 2 answers
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