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The ADX261 exam covers a wide range of topics, including case management, knowledge management, contact center automation, and omni-channel routing. Candidates are expected to have a deep understanding of Service Cloud features and functionality, as well as the ability to configure, customize, and optimize Service Cloud solutions to meet specific business requirements. ADX261 Exam also evaluates candidates' knowledge of best practices for managing Service Cloud implementations and troubleshooting common issues.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q143-Q148):

NEW QUESTION # 143
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

A. Use an auto-launched flow to capture details.
B. Use a new customer Path on Contact to capture details.
C. Use a global quick action to capture details.
D. Use Open CTI with Pop to flow to capture details.

Answer: A

NEW QUESTION # 144
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. Email-to-Case
B. AppExchange package
C. Web-to-Case

Answer: A

Explanation:
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.

NEW QUESTION # 145
Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.
Which feature should a consultant recommend to address this requirement?

A. Service Contracts
B. Reports and Dashboards
C. Entitlements and Milestones

Answer: C

Explanation:
To track case progress against service levels and alert senior management for cases not reaching certain stages, Entitlements and Milestones within Service Cloud are recommended. This feature enables organizations to define specific service levels and the associated timelines for case resolution. Milestones can be used to monitor critical stages in case resolution, and actions can be configured to alert management if cases are at risk of breaching service levels.

NEW QUESTION # 146
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?

A. Configure the CTI Adapter.
B. Add the utility bar to the app.
C. Enable the Lightning Console.

Answer: A

Explanation:
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.

NEW QUESTION # 147
Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

A. Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.
B. Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.
C. Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

Answer: B

NEW QUESTION # 148
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Salesforce Administer and Maintain Service Cloud Sample Questions (Q143-Q148):

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