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Salesforce ADX261 Exam
- 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.
Free Salesforce ADX261 Exam Actual Questions
The questions for ADX261 were last updated On Apr. 11, 2024
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
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.
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?
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.
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
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.
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile
devices.
Which feature should a consultant recommend to meet this requirement?
To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.
The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.
Which solution should a consultant recommend?
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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