Get Instant Access of 100% REAL ADX261 DUMP Pass Your Exam Easily [Q49-Q70]

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Get Instant Access of 100% REAL ADX261 DUMP Pass Your Exam Easily

ADX261 Free Exam Questions with Quality Guaranteed

NO.49 Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.
What is the recommended solution to meet the requirements’

Configure e deshboerd refresh schedule.

Ensure View All Data is not assigned to users.

Use a Dynamic Dashboard based on running user.

Add multiple Dashboard Filters.

NO.50 After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?

Grant Authors acess to FAQ artcle type

Set Article Or Wide to Public Read Write

Add Authors to the FAQ data category

Grant authors access to the FAQ records type

NO.51 Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line Items, and entitlements

Entitlement processes, contract line items, milestones, and entitlements

Entitlement processes, contracts, milestones, and milestone actions

NO.52 AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer’s product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

Service requests are assigned to a quruc where the technician can accept it.

Service requests are scheduled using Salesforce Field Service.

Service requests are asstgred to the technician using Omnt-Channel.

Service requests art assigned by the support reps to trie technician

NO.53 universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able
to find knowledge articles based on the product type.How should consultant
satisfy this requirement

Define article types with sharing settings

Enable suggested artciels in the community

Utilize topic tags for each product type

Set the visibility to the data categories

NO.54 Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

Article Translation

Data Category Groups

Chatter Answers

Data Category Visibility

NO.55 Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production
Choose 2 answers

Data Import Wizard

Change Sets

Data Loader

Mass Transfer Records

NO.56 Cloud Kicks (CK) provides product support based on Service Contracts. A customer’s Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

Set up separate Entitlement Process for Case and Work Order

Assign the WorV Order to the same Case as the Entitlement Process.

Create or Apex Trigger to assign the Entitlement Process to Work Order.

Work Orders created from a Case automaticallv inherit the Entitlement Process

NO.57 Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

Allow Comments on Knowledge articles.

Implement Case Assignment Rules.

Enable Chat in an Experience Cloud site.

Create a self-service Help Center.

NO.58 Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Deliver the entire project simultaneously so as to present UC with a completed solution.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

NO.59 After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

Grant Authors access to the FAQ article type.

Set article Org Wide Default to Public ReadWrite.

Add Authors to the FaQ Data Category.

Grant Authors access to the FaQ record type

NO.60 Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

Article Record Types must be created before the import.

Each Article Record Type must be in a separate CSV.

Article Record Types will be created as part of the import.

Multiple Article Record Types can be imported in the same CSV.

NO.61 Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

Social Customer Service

Service Console

Messaging

Chat

NO.62 Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling
email from five different time zones.
Which solution should a consultant recommend?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

NO.63 Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

Web-to-Case

Email-to-Case

Salesforce for Outlook

On-Demand Email-to-Case

NO.64 Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

Change Sets

Mass Transfer Records

Data Loader

Manual configuration

NO.65 Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

Push Notifications

Case Feed

Omni-channel Supervisor

Next Best Actions

NO.66 Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

Facebook Messaging

Escalation Rules

Chat

Case Auto-Response

NO.67 What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

Plan and communicate the deployment to all users of the organization in advance.

Select a window of time when users will NOT be making changes to the organization.

Ensure all users refrain from logging into production for an entire day prior to deployment.

Migrate a test deployment to a staging environment for a smoother real-life experience.

NO.68 Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.
The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to “Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

Service Cloud Portal

Customer Community Login

High Volume Customer Portal

Partner Community Login

NO.69 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

The Amde Type field is no longer accessible via SOQi or the API.

Only Published articles are available in the API.

URL formats for articles drffer between Classic and Lightning Knowledge.

Users must have Modify AM permission to delete archived articles.

After the migration, an integration process that manages the articles’ lifecyde by archiving and

NO.70 The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

Create a report using the Case Lifecyle report type

Create a report using the Case age report type

Create a report using the Case snapshot report type

Create a report using the Case historical trending report type

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The ADX261 exam is a vital certification for Salesforce administrators who want to demonstrate their expertise in administering and maintaining Service Cloud. By passing the exam, candidates can prove their skills and knowledge to potential employers and gain recognition within the Salesforce community. With the right preparation and experience, passing the ADX261 exam can be a significant step towards a successful career in Salesforce administration.

Successful completion of the ADX261 exam results in the Salesforce Certified Service Cloud Consultant credential. Administer and Maintain Service Cloud certification demonstrates to employers and colleagues that the candidate has a thorough understanding of Service Cloud Administration and is able to effectively manage and maintain Service Cloud applications.

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