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Salesforce ADX261 Latest Test Dumps | Test ADX261 Online

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This feature provides students with real-time examination scenarios to feel some pressure and solve the ADX261 practice exam as a real threat. These Administer and Maintain Service Cloud (ADX261) practice tests are important for students so they can learn to solve real Salesforce ADX261 Exam Questions and pass Salesforce ADX261 certification test in a single try. The desktop-based Salesforce ADX261 practice test software works on Windows and the web-based Administer and Maintain Service Cloud practice exam is compatible with all operating systems.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q15-Q20):

NEW QUESTION # 15
The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case.
Which solution allows product managers to quickly see and review the cases that are created for their products?

A. Configure a Case list view filtered by My Case Teams.
B. Configure a Case list view filtered by My Cases.
C. Configure a Case related list on the Product page layout.

Answer: A

Explanation:
To enable product managers to quickly access and review cases related to their products, configuring a Case list view filtered by "My Case Teams" is the most effective solution. This setup allows product managers to see cases where they are part of the case team, directly correlating to their product responsibility, thereby improving visibility and involvement in the case management process.

NEW QUESTION # 16
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A. Use a data tool to update the owner field on closed cases.
B. Create a Process Builder and Flow to change the owner on closed cases.
C. Create a case assignment rule to ensure cases are owned by a user when closed.
D. Create a case validation rule to ensure cases are owned by a user when closed.

Answer: A,C

NEW QUESTION # 17
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

A. Workflow
B. Assignment rule
C. Validation rule
D. A Process Builder

Answer: D

Explanation:
A Process Builder is the recommended tool to automate the approval process for certain article types and categories that require approval in KCS. A Process Builder is a tool that allows you to create automated workflows based on criteria and actions. A Process Builder can be used to create a process that submits an article for approval when certain conditions are met, such as the article type or category. A Process Builder can also be used to define approval actions, such as sending email alerts, updating fields, or posting to Chatter. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Automate Article Approvals with Process Builder

NEW QUESTION # 18
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 three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Quick Text
B. Publisher Actions
C. Omni-Channel
D. Chatter
E. Macros

Answer: A,B,E

Explanation:
Publisher actions, macros, and quick text are Salesforce productivity features that can help reduce the clicks a customer support agent uses when working on a case. Publisher actions are buttons that let you create records or perform tasks from the feed or record page. Macros are sets of instructions that tell Salesforce how to update fields, send emails, and perform other tasks on a case. Quick text are reusable messages that you can insert into emails, chats, tasks, events, and more. Verified Reference: Sales Cloud Productivity Best Practices

NEW QUESTION # 19
Universal Containers (UC) recently expanded sales to Mexico and Canad
a. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue.
Which solution should a consultant recommend to meet the requirements?

A. Configure Omni-Channel Queue-Based Routing.
B. Configure Case Assignment rule and Omni-Channel Supervisor.
C. Configure Omni-Channel Skills-based Routing.

Answer: C

Explanation:
To meet the requirement of routing cases based on language proficiency and knowledge area, Omni-Channel Skills-based Routing is the best solution. Skills-based routing allows cases to be directed to agents who possess the specific skills required to handle the case, such as language fluency and product expertise, ensuring efficient and effective case resolution.

NEW QUESTION # 20
......

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