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Test ADX261 Study Guide - ADX261 Valid Test Materials
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The ADX261 Exam covers a wide range of topics, including Service Cloud setup, data management, case management, and analytics. ADX261 exam also includes questions on collaboration and automation in Service Cloud, as well as integration with other Salesforce products. ADX261 exam is intended for administrators who have experience with Service Cloud and are familiar with its key features and capabilities.
To prepare for the exam, candidates must have a solid understanding of Salesforce fundamentals and Service Cloud concepts. They must also have practical experience in administering and maintaining Service Cloud solutions. Salesforce provides a range of resources to help candidates prepare for the exam, including online training courses, study guides, and practice exams.
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Salesforce Administer and Maintain Service Cloud Sample Questions (Q191-Q196):NEW QUESTION # 191
Support cent©' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process **
Choose 2 answers
- A. Outbound Sales Dialer
- B. History Utility
- C. Macros
- D. Quick Action
Answer: A,B
NEW QUESTION # 192
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?
- A. Quick Text
- B. Lightning Utility Bar
- C. Macros
- D. Service Console
Answer: C
Explanation:
Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified Reference: : https://help.salesforce.com/s/ar ... view.htm&type=5 : https://help.salesforce.com/s/ar ... eate.htm&type=5
NEW QUESTION # 193
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?
- A. Case History report grouped by Call Center
- B. Dynamic Dashboard grouped by Call Center
- C. Case report grouped by Call Center
Answer: B
NEW QUESTION # 194
Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.
What should the consultant recommend to distribute cases?
- A. Configure Web-to-Case and use assignment rules,
- B. Create queues with support agents and use assignment rules.
- C. Predefine case teams and use assignment rules.
Answer: B
NEW QUESTION # 195
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
- A. Set up self-service Knowledge.
- B. Set up assignment rules and case queues.
- C. Set up escalation rules.
Answer: A
Explanation:
To address a high call abandonment rate using Service Cloud Voice, setting up a self-service Knowledge base is a strategic recommendation. By providing customers with access to a Knowledge base, they can find answers to their queries without waiting in call queues, reducing the volume of calls and, consequently, the abandonment rate. This solution enhances customer experience by offering immediate self-help options while optimizing call center operations.
NEW QUESTION # 196
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