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Salesforce ADX261: Administer and Maintain Service Cloud exam is designed to test your knowledge and practical skills in administering and maintaining Salesforce Service Cloud. Service Cloud is a comprehensive platform that enables businesses to create a 360-degree view of their customers, as well as to manage their customer cases, issues, and requests effectively. With Service Cloud, businesses can provide personalized, integrated, and efficient customer service, thereby increasing customer satisfaction and loyalty.
Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed to validate the knowledge and skills of professionals who are responsible for administering and maintaining the Service Cloud platform. Administer and Maintain Service Cloud certification exam is one of the most sought-after credentials in the Salesforce ecosystem that demonstrates the proficiency of the candidate to manage Service Cloud instances for their organizations.
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To prepare for the ADX261 exam, candidates should have experience working with Service Cloud in Salesforce and should be familiar with the concepts and best practices related to administering and maintaining Service Cloud. Salesforce provides a range of resources to help candidates prepare for the exam, including online training courses, study guides, and practice exams. Successful completion of the ADX261 Exam demonstrates that the candidate has the knowledge and skills necessary to effectively administer and maintain Service Cloud, and can be a valuable asset for organizations looking to optimize their customer service operations in Salesforce. Salesforce Administer and Maintain Service Cloud Sample Questions (Q35-Q40):NEW QUESTION # 35
Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
A. Entitlements
B. Case Milestones
C. Case Escalation
D. Omni-Channel
Answer: A
NEW QUESTION # 36
Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?
A. Add the Knowledge component on the case Lightning record page.
B. Add the Knowledge related list to the case page layout.
C. Add the Knowledge object to global search objects.
Answer: A
NEW QUESTION # 37
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
A. The Amde Type field is no longer accessible via SOQi or the API.
B. Users must have Modify AM permission to delete archived articles.
C. Only Published articles are available in the API.
D. After the migration, an integration process that manages the articles' lifecyde by archiving and
E. URL formats for articles drffer between Classic and Lightning Knowledge.
Answer: B,E
Explanation:
These are two reasons why the integration is failing after migrating from Classic Knowledge to Lightning Knowledge. The URL formats for articles change when migrating from Classic Knowledge to Lightning Knowledge, so any integration that relies on URLs needs to be updated accordingly. Also, users need to have Modify All permission on the article type object to delete archived articles in Lightning Knowledge, whereas in Classic Knowledge they only needed Delete permission on the article type object. Verified Reference: : URL Formats for Articles Change When Migrating from Classic Knowledge to Lightning Knowledge : Delete Archived Articles in Lightning Knowledge
NEW QUESTION # 38
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
A. Define entitlements and milestones.
B. Enable and configure Omni-Channel routing.
C. Implement Lightning flow with time-based actions.
Answer: A
NEW QUESTION # 39
What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers
A. Open the Omni-Channel Supervisor tab.
B. Open the record you want to route.
C. Log in as a user who is enabled for Omni-Channel access.
D. Enable Debug Omni Channel routing configuration in SttUp.
E. Change the owner to a queue associated with the routing configuration,