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Salesforce ADX261 exam is an important certification for Service Cloud administrators who want to demonstrate their expertise in administering and maintaining the platform. ADX261 exam covers a wide range of topics and requires a deep understanding of Service Cloud features and capabilities. Passing the exam demonstrates an administrator's ability to configure and customize Service Cloud, manage data and records, and use analytics to drive business insights.
Salesforce ADX261 Certification Exam is designed for professionals who are responsible for administering and maintaining the service cloud within an organization. ADX261 exam tests the candidate's knowledge of service cloud administration, configuration, and maintenance. It is a highly sought-after certification for professionals who work with Salesforce service cloud technology.
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The ADX261 exam covers a wide range of topics related to Service Cloud administration and maintenance. Candidates will be tested on their ability to configure and manage the Service Cloud console, build and manage communities, design and implement knowledge management solutions, and create and manage reports and dashboards. ADX261 Exam also evaluates a candidate's understanding of the Service Cloud data model and how to use it to support business processes. Salesforce Administer and Maintain Service Cloud Sample Questions (Q85-Q90):NEW QUESTION # 85
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
A. It support provoded on a periodic basis and renewed annually?
B. Do multiple versions of the entitlements need to be created and maintained?
C. Do Service Agents need to determine whether a customer is eligible for support?
D. Will customers access selft service resources through Experince Cloud?
Answer: A
Explanation:
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified Reference: : Service Contracts and Entitlements
NEW QUESTION # 86
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
A. Add additional agents to lower average hold time.
B. Use Assignment rules and case queues.
C. Set up Email-to-Case.
D. Simplify the interactive voice response (IVR) tree.
Answer: A,D
Explanation:
An interactive voice response (IVR) is a system that allows callers to interact with a phone system using voice or keypad inputs. It can be used to provide information, route calls, or collect data from callers. A call abandonment rate is the percentage of callers who hang up before reaching an agent or completing their interaction with the IVR. To reduce the call abandonment rate, two possible strategies are to simplify the IVR tree and add additional agents to lower average hold time. Simplifying the IVR tree can make it easier and faster for callers to find what they need or reach an agent, reducing their frustration and impatience. Adding additional agents can reduce the queue length and the time callers have to wait on hold, increasing their likelihood of staying on the line. Verified Reference: [Interactive Voice Response (IVR)] and [Call Abandonment Rate]
NEW QUESTION # 87
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
A. Incident Management
B. Workforce Engagement
C. Field Service Management
Answer: A
Explanation:
Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.
NEW QUESTION # 88
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
A. The Chat Transcript and Case are transferred.
B. Both Service Reps can chat with the Customer.
C. The Customer is shown the new Representative's Name
D. The Customer does not know they were transferred.
Answer: A,C
Explanation:
The Chat Transcript and Case are transferred and The Customer is shown the new Representative's Name are two things that will happen when a Service Representative transfers a Live Agent Chat to another Representative. These are the expected behaviors of the Chat Transfer feature, which allows agents to transfer chat sessions to other agents or queues when they need assistance or escalation. When an agent transfers a chat session, the following things will happen:
The Chat Transcript and Case are transferred to the new agent or queue. The chat transcript is a record that captures the entire conversation between the customer and the agent during a chat session. The chat transcript can be related to a case or other records in Salesforce. When a chat session is transferred, the chat transcript and any related records are moved to the new agent or queue, so they can access the chat history and context.
The Customer is shown the new Representative's Name on their chat window. This is a way of informing the customer that their chat session has been transferred and who they are chatting with now. The customer will also see a message that says "You have been transferred" on their chat window.
Verified Reference: [Service Cloud Consultant Certification Guide & Tips], Transfer Chats to Other Agents or Queues
NEW QUESTION # 89
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
Explanation:
Addressing the issue of additional requirements in a fixed budget and timeline scenario involves transparent communication and documentation. The first step is documenting the gap between initial requirements and new discoveries, then discussing these findings with the project team. This approach allows for a collaborative decision-making process on how to best incorporate or prioritize the new requirements, considering the project's constraints. It sets the stage for informed decisions on scope adjustments, timeline revisions, or budget re-evaluations.