Exam ADX261 Collection Pdf, Practice ADX261 Test Engine
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Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is a globally recognized certification program that enhances the candidate's credibility and marketability. Administer and Maintain Service Cloud certification program is recognized by leading organizations worldwide, and certified professionals are in high demand. Administer and Maintain Service Cloud certification program also provides access to exclusive Salesforce events, webinars, and forums, which offer valuable insights into the latest service cloud trends and best practices.
Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed for experienced Salesforce administrators who want to demonstrate their knowledge and skills in administering and maintaining Service Cloud. Administer and Maintain Service Cloud certification validates the candidate's ability to configure and manage Service Cloud applications, create and maintain Service Cloud solutions, and optimize the performance of Service Cloud. ADX261 Exam covers a wide range of topics such as Service Cloud architecture, case management, knowledge management, entitlements, service contracts, and service analytics. Passing the ADX261 exam demonstrates that the candidate has a deep understanding of Service Cloud and can effectively manage and maintain it to meet the needs of their organization.
Salesforce ADX261 is an exam that focuses on the administration and maintenance of Service Cloud. Administer and Maintain Service Cloud certification is designed for individuals who have experience in administering Salesforce Service Cloud and are looking to take their skills to the next level. ADX261 exam covers a wide range of topics, including case management, knowledge management, service analytics, and contact center management.
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Salesforce Administer and Maintain Service Cloud Sample Questions (Q67-Q72):
NEW QUESTION # 67
A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making.
Which type of report should the consultant include to meet the requirement?
Answer: C
Explanation:
Snapshot reporting on trends in the number of cases handled per month offers executives a high-level overview of customer service operations, enabling them to identify patterns, assess performance, and make informed strategic decisions. This type of report is valuable for understanding service demand and resource allocation over time.
NEW QUESTION # 68
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:
Answer: A,B
NEW QUESTION # 69
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
Answer: C
Explanation:
Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is 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 # 70
Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.
Which solution should the consultant recommend to meet the requirements?
Answer: C
Explanation:
Omni-Channel with Capacity-Based Routing is the recommended solution for Cloud Kicks (CK) to provide support through multiple channels while ensuring a consistent customer experience. This feature allows CK to route work items to the most qualified available agent based on their capacity and skill set, which is crucial when agents are certified on specific product lines. Capacity-Based Routing takes into account the complexity of the work and the agent's workload, ensuring that agents are not overwhelmed and can provide focused, high-quality support. This approach supports CK's goal of expanding support channels beyond voice, ensuring that regardless of the channel a customer chooses, they receive consistent and expert support.
NEW QUESTION # 71
Universal Containers has a well-defined support process for cases which includes the following statuses:
* New
* Assigned
* In Progress
* Waiting On Customer
* Closed
The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status.
Which report type should the consultant consider when collecting data for the support manager?
Answer: A
NEW QUESTION # 72
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