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Valid Salesforce ADX261 Test Book, Exam Questions ADX261 Vce

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Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed for professionals who have experience in Salesforce Service Cloud administration and maintenance. ADX261 exam measures your knowledge and skills in managing and configuring the Service Cloud, including case management, knowledge management, and communication channels.

Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed to test the knowledge and skills of Salesforce professionals in the area of Service Cloud Administration. Administer and Maintain Service Cloud certification is ideal for individuals who are responsible for the maintenance and administration of Service Cloud applications within their organization.

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Exam Questions ADX261 Vce & Standard ADX261 Answers

The Actual4test ADX261 exam questions are being offered in three different formats. These formats are ADX261 PDF dumps files, desktop practice test software, and web-based practice test software. All these three ADX261 exam dumps formats contain the Real ADX261 Exam Questions that assist you in your Administer and Maintain Service Cloud practice exam preparation and finally, you will be confident to pass the final Administer and Maintain Service Cloud (ADX261) exam easily.

The Administer and Maintain Service Cloud certification exam consists of 60 multiple-choice questions that need to be answered within 105 minutes. ADX261 exam fee is $200, and it can be taken both online and at a testing center. Salesforce recommends that individuals preparing for the exam have at least six months of experience administering Salesforce Service Cloud and possess working knowledge of Salesforce Administrator certification concepts. The Salesforce ADX261 Certification is a valuable asset for individuals seeking to advance their careers in Service Cloud administration and support.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q108-Q113):

NEW QUESTION # 108
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Assign the Salesforce CTI license to Salesforce users.
B. Create a softphone layout and assign to user profiles.
C. Install an adapter from AppExdiange to work with third-party CTI systems.
D. Assign the correct Salesforce users to the Call Center.
E. Enable Live Agent in their community to chat with an agent.

Answer: B,C,D

Explanation:
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic

NEW QUESTION # 109
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Einstein Reply Recommendations
B. Validation Rules
C. Service Analytics Predictions
D. Einstein Next Best Action

Answer: A

NEW QUESTION # 110
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?

A. Case Resolution Time
B. All Cases by Customer
C. All Open Cases by Priority

Answer: A

Explanation:
Case Resolution Time is a critical KPI for understanding support center costs. It measures the average time taken to resolve customer cases, directly impacting labor costs and resource allocation. By monitoring and optimizing Case Resolution Time, executive management can identify efficiency improvements, manage staffing requirements more effectively, and ultimately reduce the cost of operating the customer support center.

NEW QUESTION # 111
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A. Use a second Console session.
B. Add History to the Utility bar.
C. Define a custom List View.
D. Keep all open in tabs.

Answer: B

NEW QUESTION # 112
Universal Containers wants to reduce the clicks a customer support agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which Salesforce productivity feature should a consultant use to accomplish this requirement?

A. Flow
B. Macros
C. Quick action

Answer: B

Explanation:
Macros in Salesforce allow users to automate repetitive tasks with a single click, such as creating, updating, and closing cases. Implementing macros can significantly reduce the number of clicks and time customer support agents spend on routine case management tasks, enhancing productivity and allowing them to focus more on resolving customer issues.

NEW QUESTION # 113
......

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