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Salesforce ADX261 certification is an excellent way for administrators and consultants to demonstrate their expertise in Service Cloud administration and maintenance. By passing the exam, candidates can gain a competitive edge in the job market and position themselves as trusted advisors to their clients.
Ultimately, this certification demonstrates that a professional has the skills necessary to administer and maintain Salesforce Service Cloud applications, thereby enabling organizations to provide exceptional customer service experiences, from initial contact to resolution of complex issues. If you are considering pursuing a career in Salesforce Service Cloud or are already working with Salesforce and want to expand your knowledge, then the ADX261 Certification Exam is the logical next step.
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Salesforce ADX261 Certification Exam is an excellent opportunity for individuals seeking to validate their skills in administering and maintaining Service Cloud. Administer and Maintain Service Cloud certification focuses on testing the technical knowledge and expertise needed to manage a Service Cloud implementation effectively. Salesforce Administer and Maintain Service Cloud Sample Questions (Q156-Q161):NEW QUESTION # 156
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
A. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
B. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
C. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
Answer: C
Explanation:
To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
NEW QUESTION # 157
Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?
A. Hybrid
B. Agile
C. Waterfall
Answer: B
Explanation:
Given the requirements for quick iterations, speedy completion, and frequent updates, the Agile methodology is recommended. Agile allows for adaptive planning, evolutionary development, early delivery, and continuous improvement, facilitating rapid response to changes and ensuring close collaboration with the client for regular feedback and refinement.
NEW QUESTION # 158
Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple How should the consultant recommend an agent launch a swarm?
A. Quick Action
B. Apex Trigger
C. Dynamic Form
D. Scheduled flow
Answer: A
Explanation:
A quick action is the recommended way to launch a swarm in Slack from Service Cloud, because it allows agents to create a Slack channel, invite experts, and share case details with one click. A quick action can be added to the case page layout or the case feed2 Verified Reference: 2: Create a Swarm in Slack
NEW QUESTION # 159
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?
A. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.
B. Postpone the release to the production org so the team can finish the project before the release is deployed.
C. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.
Answer: C
Explanation:
Opting the sandbox in as a preview org allows the UC team to test new Salesforce features and updates in a controlled environment before they are deployed to the production org. This proactive approach helps identify and address potential issues, ensuring that the implementation project is not adversely affected by upcoming Salesforce releases.
NEW QUESTION # 160
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?
A. Use auto-response rules to send an email to the customer.
B. Use Escalation Rules to assign the case to a case queue.
C. Use Flow Builder to send an email to the customer.
Answer: C
Explanation:
To survey customers for satisfaction after case closure, utilizing Flow Builder to automate the sending of survey emails is recommended. This solution allows for the creation of a customized workflow that triggers an email survey to the customer once a case is marked as closed, ensuring timely feedback collection and aiding in the continuous improvement of customer satisfaction.