Practice ADX-261 Exam Online

Question 1

Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.

What are two recommended service console features that work together to improve the process **

Choose 2 answers

A : Quick Action

B : Outbound Sales Dialer

C : Macros

D : History Utility

Answer: B,D

Question 2

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.

When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.

What is the recommended solution?

A : Visual Remote Assistant

B : Field Service

C : Workforce Engagement

D : Incident Management

Answer: B

Question 3

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?

A : Set the organization-wide default to Private and create sharing rules to share with roles.

B : Create a folder for each product line and share them with the specific users.

C : Add a permission set for Read access to the appropriate product line.

D : Assign the quick texts to Data Categories with access to the appropriate profiles.

Answer: B

Question 4

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated

Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the

lack of quality checking? Choose

2 answers

A : Restrict the Manage Articles user permission

B : Set up an intuitive Data Category hierarchy

C : Enable and configure wildcards for article searches

D : Require that an article be added when closing a case

Answer: C,D

Question 5

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

A : Configure Case Assignment Rules to use Queues.

B : Configure Omni-Channel Routing Model as Most Available.

C : Configure Case Assignment Rules to use Users.

D : Configure Omni-Channel Routing Model as Least Active.

Answer: A

Name:	Administer and Maintain Service Cloud (WI24)
Exam Code:	ADX-261
Certification:	Salesforce Certified Administrator
Vendor:	Salesforce
Total Questions:	261
Last Updated:	Apr 23, 2024

Salesforce ADX-261