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ADX261 Valid Test Voucher | ADX261 Latest Exam Experience

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Salesforce ADX261 (Administer and Maintain Service Cloud) certification exam is designed to test an individual's knowledge and skills in administering and maintaining the Service Cloud platform. Administer and Maintain Service Cloud certification is ideal for professionals who are responsible for managing the Service Cloud platform and ensuring the successful implementation and maintenance of Service Cloud solutions for their organizations. ADX261 Exam includes topics such as account and contact management, case management, knowledge management, service entitlements, and analytics.

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Salesforce ADX261 certification is designed for professionals who administer and maintain Service Cloud in Salesforce. Administer and Maintain Service Cloud certification exam measures the candidate's knowledge and skills in configuring and managing Service Cloud, including case management, knowledge management, and contact center best practices. ADX261 Exam is ideal for individuals who have experience with Salesforce administration and want to advance their career in customer service management.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q52-Q57):

NEW QUESTION # 52
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

A. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business
B. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
C. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

Answer: B

NEW QUESTION # 53
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents.
Which feature should a consultant integrate into the Service Console?

A. Actions & Recommendations
B. Einstein Next Best Action
C. In-App Guidance

Answer: B

Explanation:
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.

NEW QUESTION # 54
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

A. Internal Chatter posts about the Case
B. Knowledge articles suggested by Einstein
C. Upcoming Milestones for the Case's Entitlement

Answer: B

Explanation:
Salesforce allows Knowledge articles suggested by Einstein to be attached to customer emails as part of standard Case Management capabilities. Einstein's AI-driven recommendations help agents by surfacing relevant Knowledge articles based on the case context, which can then be shared with customers to provide self-service options or additional information. This feature not only enhances the efficiency of case resolution by equipping customers with helpful resources but also leverages the power of AI to improve the relevance and personalization of customer communications, thereby enriching the overall service experience.

NEW QUESTION # 55
Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

A. Implement flow orchestration with Work Guides
B. Implement a third-party app from AppExchange.
C. Implement Guidance for Success and Knowledge articles.

Answer: A

NEW QUESTION # 56
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?

A. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Answer: A

Explanation:
In a high-level discussion and planning session with Cloud Kicks (CK), the consultant should first gather the organizational vision to understand CK's long-term goals and how the service function aligns with these goals. Next, mapping processes is crucial to identify current workflows, pinpoint inefficiencies, and determine areas for improvement. Planning metrics follows, which involves defining key performance indicators (KPIs) to measure success and track progress towards achieving the organizational vision. Finally, planning for user feedback is essential to establish mechanisms for collecting and incorporating feedback from both agents and customers. This feedback will inform continuous improvement and ensure the service function evolves in line with changing needs and expectations.

NEW QUESTION # 57
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