ADX261 Dumps Questions - Effective Way to Get Certified

ADX261 Dumps Questions – Effective Way to Get Certified

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April 24, 2024

If you're in the field of Salesforce, you know how important it is to stay up-to-date with the latest knowledge and skills to protect your organization's networks and data. One way to do that is by obtaining Certified Service Cloud Consultant, specifically the ADX261 exam. While preparing for the ADX261 exam, you might consider using ADX261 dumps to help you familiarize yourself with the exam format and content. These ADX261 exam dumps questions can be an effective way to gauge your knowledge and identify areas where you may need additional study. Study online free ADX261 exam dumps below.

Page 1 of 6

1. Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.

What should a consultant recommend?

Add History to the Utility bar.

Create a custom dashboard.

Keep all cases open in tabs.

2. Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).

Which feature should a consultant recommend?

Omni-Channel Routing

Milestones & Entitlements processes

Case Assignment rules

3. Universal Containers (UC) is planning a Service Cloud implementation involving complex integrations with external systems.

Which project management methodology should the consultant recommend?

Six Sigma

Waterfall

Agile

4. Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.

What is a cost-effective method for agents to create these activities?

Execute a macro

Navigate a Screen Flow.

Leverage Einstein Case Wrap-Up.

5. Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service-level agreements (SLAs).

Which feature should the consultant consider?

Entitlements

Case Management

Service Contracts

6. 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 to reduce customers’ wait times and enable agents to handle more inquiries at a time.

Which feature should a consultant recommend?

Case auto-response rule

OmniStudio

Salesforce Chat

7. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which benefit can be expected from KCS adoption?

Reduced administrative overhead

Reduced need for self-service

Reduced issue resolution time

8. Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.

Which step should a consultant recommend completing before beginning the build phase?

Test

Design

Enablement

9. Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.

What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

Develop custom Knowledge reports and dashboards.

Create a review board to evaluate and manage Knowledge articles.

Install the Knowledge Base Dashboards & Reports AppExchange package.

10. Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

Topics for objects

Data Category groups

Screen Flow

Page 2 of 6

11. Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.

Which option should the consultant recommend so experts can collaborate in real time?

Add experts to an integrated Slack channel.

Use Email-to-Case to send an email to experts so they can use email threads.

Implement Skills-Based Routing to assign the case to experts.

12. Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.

Which feature should the consultant recommend?

Build a joined report.

Build a dashboard.

Build a custom report type.

13. What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

The report must be used on a Dashboard.

The report must have a standard Report Type.

The report must contain a chart.

14. A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the

What is a recommended Service Cloud feature that improves the process?

Macros

Global Quick Action

Quick text

15. 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?

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

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.

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.

16. Cloud Kicks needs to onboard new employees and deliver new hire training more efficiently. This includes providing access to job information such as benefits, internal job openings, and mandatory employee training.

What should the consultant recommend to meet the requirements?

Trailhead

Einstein Next Best Action

Experience Cloud site

17. Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.

Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

Focus on scalability for handling high inquiry volume.

Work on integrating with social media platforms.

Emphasize continuous monitoring of chat.

18. Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.

What should a consultant recommend as the next step?

Identify and prioritize the requirements for the minimum viable product.

Prioritize the requirements based on the stakeholder who submitted them.

Prioritize the requirements based on requests from the regions.

19. Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.

Which feature should a consultant recommend to meet this requirement?

Einstein Chat Bot

Service Cloud Voice

Digital Engagement

20. Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production.

Which environment type should the consultant recommend?

Partial Copy Sandbox

Full copy sandbox

Developer Pro Sandbox

Page 3 of 6

21. Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are always between 175 and 255 characters.

What should the consultant recommend that UC use for messaging?

SMS Long Code

SMS Enhanced

SMS Short Code

22. Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.

What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Open the relevant record being routed.

Debug Omni-Channel routing from Setup.

Open the Omni-Channel Supervisor tab.

23. Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.

In which order would a consultant work through a high-level discussion and planning session with CK?

Gather organizational vision, map processes, plan metrics, and plan for user feedback.

Gather organizational vision, map processes, plan for user feedback, and define metrics.

Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

24. 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?

All Cases by Customer

All Open Cases by Priority

Case Resolution Time

25. As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

Measure cases with and without articles attached with high CSAT scores.

Measure cases with and without articles attached with high net promoter scores (NPS),

Measure cases with and without articles attached based on case status.

26. Universal Containers’ leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Create queues with support agents and use assignment rules.

Predefine case teams and use assignment rules.

Configure Web-to-Case and use assignment rules,

27. After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.

How should the consultant resolve this issue?

Inform users that the only way to create articles is from the Knowledge component.

Enable Read/Write/Create permissions for Knowledge articles.

Add the Manage Salesforce Knowledge permission to the user's profile.

28. Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case.

Which solution should the consultant advise that service supervisors use to meet these requirements?

Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSA

Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric.

Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

29. The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on

Cases. CK also uses Slack internally.

What should the consultant recommend?

Enable and configure Swarming in Slack.

Create a case team workspace in Slack.

Configure a case notification Slackbot.

30. Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.

Which solution should the consultant recommend to meet the requirements?

Omni Channel with Queue-Based Routing

Omni-Channel with Capacity-Based Routing

Omni-Channel with Einstein Case Routing

Page 4 of 6

31. Universal Containers has technical support and general customer service teams that use unique Service Console applications.

Which configuration should a consultant use when deploying the console?

Assign the app to the User profile.

Assign a permission set granting the Service User license.

Assign the Service User license to their User record.

32. In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client's business processes and requirements?

Configure, develop, and test the application in a sandbox environment.

Develop training materials after configuring the application to prepare for user adoption.

Migrate data to the sandbox environment and verify successful migration.

33. Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

Which solution should a consultant recommend to meet this requirement?

Use auto-response rules to send an email to the customer.

Use Escalation Rules to assign the case to a case queue.

Use Flow Builder to send an email to the customer.

34. Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

An organization-wide default of Public Read/Write on the Case object

35. A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.

Which metric should a consultant use to assess the success of the new workforce management system?

Number of closed cases

Agent utilization

Deflection rate

36. The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.

What should UC do to address this situation?

Measure and reward agents based on the number of new articles submitted for approval.

Measure and reward agents based on the number of new articles approved for publication.

Require agents to check a box on the case when submitting a new suggested article.

37. Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses.

Which feature meets this requirement most effectively?

Einstein Reply Recommendations

Einstein Article Recommendations

Einstein Case Wrap-Up

38. Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.

Which Service Console productivity tool should a consultant recommend?

Run a macro on each case.

Use a mass Quick Action.

Use a keyboard shortcut.

39. Universal Containers (UC) wants to allow customers to submit cases through its corporate website.

UC wants to avoid a large volume of invalid cases.

Which tool should the consultant use to meet the requirements?

On-Demand Email-to-Case

Web-to-Case

AppExchange Package

40. The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer.

What should a consultant configure to send the article to the customer?

Create an auto-response rule that links to Knowledge articles.

Create a Macro to send an email with Knowledge articles.

Set up the Case Deflection component to share Knowledge articles.

Page 5 of 6

41. Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.

What is the recommended level of case access for the Case Team role?

Territory Rule

Read-Only

Private

42. A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

Use the Case Historical Trending report type.

Use the Cases with Milestones report type.

Use the Case Lifecycle report type.

43. Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.

What should the consultant recommend to meet this requirement?

Social media

Messaging apps

Salesforce Knowledge

44. Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.

Following best practices, how should a consultant deploy these permission sets to production?

Use a change set.

Re-create them manually.

Use Salesforce Workbench.

45. Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only.

What is the most efficient solution the consultant should use to meet the requirements?

Remove the phone number from the page layout.

Use Dynamic Forms to hide the phone number.

Set the Contact Do Not Call field value to True.

46. Which approach should a consultant use to ensure that Lightning Knowledge searches only display

articles for a service agent's product specialization?

Create a data category for each product. Assign data categories to service agents.

Create an article action for each record type. Assign record types to service agents.

Create a permission set for each record type. Assign permissions to service agents.

47. Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping

customer service-level

agreements (SLAs).

Which feature should a consultant use to meet this request?

Service Contracts

Salesforce Survey

Entitlement process

48. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

Document the gap in requirements and discuss the schedule and budget impact with the project team.

Send a change order to the client to account for the additional budget requirements.

Incorporate the additional requirements into the project scope and continue with the original project schedule.

49. Universal Containers wants to ensure the contracted service level requirements for its customers are being met.

What should a consultant configure to meet this requirement?

Entitlement processes, contract line items, milestone, and entitlements

Entitlement processes, milestones, milestone actions, and entitlements

Entitlement processes, contracts, contract line items, and entitlements

50. Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.

What should a consultant recommend to modify the Case Assignment rules?

Implement Einstein Article Recommendations.

Implement Skills-Based Routing.

Implement Queue-Based Routing

Page 6 of 6

51. Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).

Additional requirements are listed below:

* Support attachments up to 25 MB per inquiry

* Under 2,500 inquiries per day

Which configuration solution should a consultant recommend to meet these requirements?

On-Demand Email-to-Case

Heroku Connect

Email-to-Case

52. A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

Implement Case Swarming.

Implement Einstein Bots.

Implement Skills-Based Routing.

53. The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?

Use Data Loader periodically to assign these cases to a default owner.

Create a case validation rule to ensure cases are owned by a user when closed.

Create a case assignment rule to ensure cases are owned by a user when closed.

54. Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.

Which solution should a consultant recommend?

Add the Knowledge object to global search objects.

Add the Knowledge component on the case Lightning record page.

Add the Knowledge related list to the case page layout.

55. Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers.

What should a consultant recommend to meet this requirement?

Einstein Reply Recommendations

Einstein Article Recommendations

Action & Recommendations component

56. Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.

Which feature should a consultant implement to meet the requirement?

Omni-Channel

Record Types

Dynamic Forms

57. The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.

What should the consultant recommend?

Configure a self-service Knowledge Base.

Configure Skills-Based Routing for service channels.

Create auto-response templates for Case emails.

58. Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.

Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

Data Import Wizard

Data Loader

Mass Transfer Records

59. Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues. The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.

What should a consultant do to address the risk?

Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.

Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

60. Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.

What is the recommended method to meet the requirements?

Add "updated" to the name of the new article.

Use Smart Link to Article to select the prior version.

Select the Flag as new version checkbox when publishing.

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