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The Salesforce ADX261 exam is a certification test that focuses on an administrator's ability to administer and maintain Service Cloud. The exam is designed to test an administrator's knowledge of the Service Cloud features and capabilities, as well as their ability to maintain and manage the Service Cloud platform. This exam is a valuable credential for professionals who want to demonstrate their mastery of Service Cloud administration and maintenance.
The Salesforce ADX261 exam comprises 60 multiple-choice questions that have to be completed within 105 minutes. The exam is focused on assessing the candidate's knowledge of the Service Cloud platform, including its configuration, maintenance, and administration. The exam also evaluates the candidate's understanding of the different service cloud features and best practices for implementing them. Candidates who pass the exam will receive the Salesforce Certified Service Cloud Administrator certification, which is a testament to their skills and expertise in Service Cloud administration and management.
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Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed for professionals who want to validate their knowledge and skills in administering and maintaining the Service Cloud on the Salesforce platform. This certification is suitable for experienced administrators who have worked with the Service Cloud for at least six months and have a deep understanding of its features and functionalities.
Salesforce Administer and Maintain Service Cloud Sample Questions (Q81-Q86):NEW QUESTION # 81
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?
Answer: C
NEW QUESTION # 82
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?
Answer: C,D
NEW QUESTION # 83
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center
Answer: C
NEW QUESTION # 84
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?
Answer: B
NEW QUESTION # 85
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.
Answer: B
NEW QUESTION # 86
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