Free PDF Quiz ADX261 - Perfect Reliable Administer and Maintain Service Cloud Test Braindumps
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The Salesforce ADX261 exam consists of 60 multiple-choice questions and is timed at 105 minutes. To pass the ADX261 exam, candidates must achieve a minimum score of 68%. ADX261 exam can be taken online or in-person at a testing center. Salesforce recommends that candidates have at least 6 months of experience working with the Service Cloud platform before taking the ADX261 Exam.
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ADX261 Exam Test | ADX261 Latest Test Question
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Salesforce ADX261 Certification Exam is designed for professionals who are responsible for administering and maintaining the service cloud within an organization. ADX261 exam tests the candidate's knowledge of service cloud administration, configuration, and maintenance. It is a highly sought-after certification for professionals who work with Salesforce service cloud technology.
Salesforce Administer and Maintain Service Cloud Sample Questions (Q118-Q123):
NEW QUESTION # 118
The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?
Answer: A
Explanation:
Einstein Bots should be recommended to address common customer feedback and concerns while extending support capabilities. Einstein Bots are part of Salesforce's Service Cloud and can be programmed to handle routine customer inquiries, freeing up agents to focus on more complex issues. These bots can be integrated into various messaging platforms, providing a scalable and efficient way to improve customer service and satisfaction.
NEW QUESTION # 119
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?
Answer: C
Explanation:
For the software engineering team at Cloud Kicks to track projects within Salesforce, an AppExchange app dedicated to project management would be the most suitable solution. These apps are designed to handle project tracking functionalities, including task assignments, progress tracking, and collaboration features, tailored to project management needs. This approach allows for a specialized tool that integrates with Salesforce, providing a seamless experience for the engineering team without repurposing or overextending the functionality of Service Cloud case management.
NEW QUESTION # 120
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?
Answer: B
NEW QUESTION # 121
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
Answer: B
Explanation:
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division. This way, each division will only see its own articles when performing a search. Verified Reference: Data Categories
NEW QUESTION # 122
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
Answer: B,C
Explanation:
When a service rep transfers a live agent chat to another rep, the customer is shown the new rep's name in the chat window. This helps the customer know who they are talking to and avoid confusion. The chat transcripts and case are also transferred to the new rep, so they can see the previous conversation history and case details. This helps the new rep understand the customer's issue and provide a seamless service experience. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Transfer Chats
NEW QUESTION # 123
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