Real Salesforce ADX261 Exam Questions [Updated 2025]
ADX261 Exam Dumps Pass with Updated 2025 Administer and Maintain Service Cloud
Salesforce ADX261 exam consists of 60 multiple-choice questions that must be completed within 105 minutes. ADX261 exam is designed to test the candidates' knowledge of key Service Cloud features, such as case management, knowledge management, Omni-channel routing, and Salesforce Console. Additionally, the exam evaluates the candidate's ability to configure and customize Service Cloud to meet specific business requirements. ADX261 exam also covers key topics related to maintaining and troubleshooting Service Cloud solutions.
NEW QUESTION # 98
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and account teams to monitor cases.
- D. Use escalation rules for notifications and case teams to monitor cases.
Answer: A
Explanation:
This solution will meet the requirements, as Process Builder can be used to create workflows that send notifications to the product development team based on case criteria, such as priority and product type. Case teams can be used to help agents collaborate with other teams, such as product development, by granting them access to the case and displaying them in a related list on the case detail page. Verified Reference: Set Up Case Teams and Process Builder Overview
NEW QUESTION # 99
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?
- A. Service GPT
- B. Einstein Bots
- C. Slack Connect
Answer: B
NEW QUESTION # 100
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Open CT1
- B. Social Customer Service
- C. Contact Requests
- D. Embedded Chat Window
Answer: D
NEW QUESTION # 101
Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
- A. Incident Management tab and Whisper Messages
- B. Omni-Channel Supervisor and Whisper Messages
- C. Chat Supervisor tab and Whisper Messages
Answer: B
Explanation:
To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
NEW QUESTION # 102
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Customer Purchase History
- B. Net promoter Score
- C. customer satisfaction Survey
- D. Customer Support Requests
- E. Service Level Agreement
Answer: B,C,E
Explanation:
Customer satisfaction survey, Net promoter score, and Service level agreement are measures that can be used to specifically measure customer loyalty. Customer satisfaction survey is a method of collecting feedback from customers about their satisfaction with a product, service, or experience. Customer satisfaction survey can help measure customer loyalty by indicating how happy customers are with the company and how likely they are to continue doing business with them. Net promoter score is a metric that measures the willingness of customers to recommend a company's products or services to others. Net promoter score can help measure customer loyalty by indicating how loyal customers are to the company and how likely they are to refer new customers to them. Service level agreement is a contract that defines the level of service that a customer expects from a provider, such as response time, resolution time, availability, or quality. Service level agreement can help measure customer loyalty by indicating how well the company meets the customer's expectations and how satisfied the customer is with the service. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Measure Customer Satisfaction, Net Promoter Score Overview, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 103
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?
- A. Prepare a change order to account for the additional requirements and communicate the new project schedule.
- B. Incorporate the additional requirements to the project scope and continue with the original project schedule.
- C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
Answer: C
NEW QUESTION # 104
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The dashboard viewer
- B. The VP of service
- C. The user creating the dashboard
- D. Let the dashboard viewers choose
Answer: A
Explanation:
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5
NEW QUESTION # 105
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case historical trending report type
- B. Create a report using the Case age report type
- C. Create a report using the Case snapshot report type
- D. Create a report using the Case Lifecyle report type
Answer: D
NEW QUESTION # 106
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users.
- B. Install an adapter from AppExdiange to work with third-party CTI systems.
- C. Enable Live Agent in their community to chat with an agent.
- D. Assign the correct Salesforce users to the Call Center.
- E. Create a softphone layout and assign to user profiles.
Answer: B,D,E
Explanation:
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic
NEW QUESTION # 107
Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.
What should the consultant recommend?
- A. Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.
- B. Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.
- C. Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.
Answer: A
NEW QUESTION # 108
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Limit Customers to 5 Cases per day.
- B. Ask sales reps to respond to support Cases
- C. Provide a self-help Customer Community.
- D. Add more support phone lines.
Answer: C
NEW QUESTION # 109
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
- A. Actions
- B. Milestones
- C. Entitlements
Answer: C
Explanation:
In Salesforce Service Cloud, Entitlements serve as the mechanism to define and verify customer support eligibility. When a support agent creates a case, they can check the customer's associated entitlements to confirm whether they are eligible for support. Entitlements outline the types of support a customer is entitled to, based on products purchased or service agreements, ensuring that support is provided in accordance with contractual obligations and service levels.
NEW QUESTION # 110
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use an auto-launched flow to capture details.
- B. Use a new customer Path on Contact to capture details.
- C. Use Open CTI with Pop to flow to capture details.
- D. Use a global quick action to capture details.
Answer: A
Explanation:
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Create an Auto-Launched Flow
NEW QUESTION # 111
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
Explanation:
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports
NEW QUESTION # 112
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. Set article Org Wide Default to Public ReadWrite.
- B. Add Authors to the FaQ Data Category.
- C. Grant Authors access to the FaQ record type
- D. Grant Authors access to the FAQ article type.
Answer: C
Explanation:
After migrating from Knowledge to Lightning Knowledge, Authors need to have access to the record types associated with the article types they want to create. Granting Authors access to the FAQ record type will allow them to create FAQ articles in Lightning Knowledge. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_lightning_migration_record_types.htm&type=5
NEW QUESTION # 113
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Entitlements and Milestones
- B. Case Assignment
- C. Salesforce Console
- D. Case Escalation
Answer: A
Explanation:
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones
NEW QUESTION # 114
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?
- A. Configure a Case list view filtered by My Cases.
- B. Configure a Case related list on the Product page layout.
- C. Configure a Case list view filtered by My Case Teams.
Answer: C
Explanation:
Configuring a Case list view filtered by "My Case Teams" allows product managers to quickly see and review cases associated with their product teams. This solution leverages the predefined case teams for each product, making it easy for product managers to filter and access relevant cases, improving visibility and involvement in the case management process.
NEW QUESTION # 115
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?
- A. Support Types
- B. Approval Processes
- C. Support Processes
Answer: C
NEW QUESTION # 116
......
ADX261 Exam Dumps, ADX261 Practice Test Questions: https://www.pass4suresvce.com/ADX261-pass4sure-vce-dumps.html
Free ADX261 Exam Dumps to Pass Exam Easily: https://drive.google.com/open?id=1bM7krpnIuP2rSTopU4rvy9CGew7MIthw