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

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Question 3

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.

How can a consultant automate the use of suggested articles to accomplish this goal?

A : An email to case inquiry

B : On-demand email to case

C : While holding for a support agent

D : Web-to-case question

Answer: A

Question 4

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.

What is the recommended license to meet the requirement?

A : Service Cloud User feature license

B : Einstein Reply Recommendations

C : Einstein Social Insights add-on

D : Social Service Pro add-on

Answer: A

Question 5

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

A : Grant Authors access to the FAQ article type.

B : Set article Org Wide Default to Public ReadWrite.

C : Add Authors to the FaQ Data Category.

D : Grant Authors access to the FaQ record type

Answer: D

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