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Earning the Salesforce ADX261 Certification demonstrates your expertise in Service Cloud administration and maintenance. Administer and Maintain Service Cloud certification is highly valued by employers and is recognized globally. It can help you to stand out in the job market and increase your earning potential. Additionally, achieving this certification can also enhance your professional development and career growth opportunities.
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Salesforce ADX261 certification exam is a 90-minute exam consisting of 60 multiple-choice questions. ADX261 exam is available in English and can be taken online or in-person at a proctored testing center. Individuals who pass the exam will earn the Salesforce Certified Service Cloud Consultant credential, which demonstrates their expertise in administering and maintaining Service Cloud solutions.
Salesforce ADX261 is an exam designed for professionals who are interested in administering and maintaining the Service Cloud platform. Administer and Maintain Service Cloud certification validates a candidate's knowledge and skills on the Service Cloud functionality, including managing cases, configuring entitlements, and defining Service Level Agreements (SLAs). Passing the ADX261 Exam is a key step towards earning the Salesforce Certified Service Cloud Consultant credential.
Salesforce Administer and Maintain Service Cloud Sample Questions (Q121-Q126):
NEW QUESTION # 121
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?
Answer: A
Explanation:
For Universal Containers to manage different support processes and fields for two separate business groups, implementing Record Types is recommended. Record Types allow the creation of distinct page layouts for each business group, enabling customization of support processes and fields to meet the specific needs of each group, ensuring effective and organized case management.
NEW QUESTION # 122
Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?
Answer: C
NEW QUESTION # 123
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
Answer: A,C
Explanation:
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5
NEW QUESTION # 124
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
Answer: A,C
NEW QUESTION # 125
Universal containers would like for articles to be suggested to agents based on
information they are typing into the case. What solution should a consultant
recommend?
Answer: D
NEW QUESTION # 126
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