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Salesforce ADX261 (Administer and Maintain Service Cloud) certification exam is designed for professionals who have experience in the administration and maintenance of the Salesforce Service Cloud platform. ADX261 Exam validates the skills and knowledge required to configure, administer, and maintain Service Cloud solutions that meet the needs of customers.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q56-Q61):

NEW QUESTION # 56
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

A. Escalation Rules
B. Chat
C. Case Auto-Response
D. Facebook Messaging

Answer: B,C

Explanation:
These are two features that a consultant should recommend to help reduce the call wait time and improve customer service. Chat is a feature that allows customers to interact with agents in real time through a web-based chat window. Chat can help reduce the call volume and provide faster and more personalized service. Case Auto-Response is a feature that allows administrators to set up automatic email responses to customers who submit cases via email or web. Case Auto-Response can help acknowledge the receipt of the case, provide a case number, and set expectations for the resolution time. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.live_agent_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_email_autoresponse.htm&type=5

NEW QUESTION # 57
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Search Activity Gaps
B. Most Linked Articles
C. Top Articles sorted descending
D. Most Revised Articles

Answer: B

NEW QUESTION # 58
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. Publisher Actions
B. Macros
C. Quick Text
D. Chatter
E. Omni-Channel

Answer: A,B,C

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 # 59
Which advantage does Salesforce provide with the OpenCTI framework?

A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
B. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
C. Developers can Integrate with any telephony platform available with minimal need for customization.

Answer: A

NEW QUESTION # 60
Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, the maintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

A. Support Processes
B. Approval Processes
C. Support Types

Answer: A

Explanation:
To accommodate the common stages and fields for new product support cases and the additional stages and fields for maintenance cases, implementing Support Processes is recommended. Support Processes allow for the customization of case stages based on the type of support being provided, ensuring that all necessary information is captured accurately for each case type.

NEW QUESTION # 61
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Salesforce Administer and Maintain Service Cloud Sample Questions (Q56-Q61):

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