ADX261 Sample Practice Exam Questions 2023 Updated Verified [Q119-Q139]

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ADX261 Sample Practice Exam Questions 2023 Updated Verified

Exam Study Guide Free Practice Test LAST UPDATED ADX261

The ADX261 certification exam consists of 60 multiple choice and multiple select questions that are to be completed within 105 minutes. Candidates need to score 65% or higher to pass the exam. ADX261 exam covers a range of topics such as configuring case management, setting up service entitlements, implementing knowledge management, and managing service contracts. Candidates must also have a good understanding of key Service Cloud features such as Live Agent, Omni-Channel, and Service Console.

Salesforce ADX261 certification exam covers a range of topics, including Service Cloud data model, case management, knowledge management, service console, Omni-channel routing, entitlements, service contracts, and analytics. ADX261 exam also evaluates the candidate’s knowledge of the Service Cloud administration tasks, such as managing users, profiles, and permissions, configuring email-to-case, web-to-case, and chat, creating and managing reports and dashboards, and troubleshooting common Service Cloud issues.

Q119. Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.
Which approach should the consultant use for date migration?

Prepare, plan, Test, execute, validate.

Plan, prepare, test, execute, validate.

Plan, prepare, validate, execute, test

Prepare, plan, validate, execute, test

Q120. 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

Q121. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

Omni-Channel Utility Component

Cases report sorted by Rep and Case Owner

Cases report sorted by Rep and Case CreatedDate

Omni-Channel Supervisor tab

Q122. Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?

Recent Items set to Account object.

Hitory Utility in the Utility bar.

Actions & Recommendations component.

Screen flow launched from a global action.

Q123. Universal containers would like for articles to be suggested to agents based on
information they are typing into the case. What solution should a consultant
recommend?

Create a salesforce console for service and enable the knowledge sidebar on
the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar related list on the case page layout.

Q124. What should a consultant recommend service agents use?

Einstein Next Best Action Strategy Guilder.

History tab on the Actions & Recommendations comporent.

Paused now interviews Lightning Component.

Recommendation Strategy Metrics related list.

Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices.

Q125. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

Q126. Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi
a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Q127. universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

Omni channel

Appexchange solution

Custom lightning component

Social Conversation component

Q128. What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?

Create a page layout for each record type; assign layouts to service agents.

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

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

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

Q129. Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in
the order that they are submitted.
Which approach should a Consultant implement?

Lightning Component

Contact Request flow

Direct Messaging

Case queues

Q130. Universal Containers ‘IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

Email-to-Case

web-to-Case

An AppExchange package

On-Demand Email-to-Case

Q131. what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Customize the lightning console chat page

Configure a chat validation rule

Customize the pre chat form

ConfigureLightningGuided Engagement

Q132. Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

Enable Case Merge.

Create an auto-launched flow.

Configuration a blocking duplicate rule

Set a validation rule

Q133. Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

Lookup Filter

Auto-Add Milestones

Cross-Object Formula

Approval Process

Q134. The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that “We will empower our customers to interact with us in the way of their choosing.” Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

Replace the existing “Chat Now” button on the Customer Community with a toll- free phone number.

Create a central “Contact Us” page which provides access to all available channels.

Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Optimize the customer community for mobile devices to have access to the same support as desktops.

Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Q135. universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

Contracts and SLASs

Chatter Answers

Contacts

Cases

Q136. Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the lack of quality checking? Choose
2 answers

Restrict the Manage Articles user permission

Set up an intuitive Data Category hierarchy

Enable and configure wildcards for article searches

Require that an article be added when closing a case

Q137. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Q138. A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

CTI Adapter configuration

Lightning Console enablement

Call Center Definition File creation

Service Console case creation configuration

Q139. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Number of calls offered

Agent utilization

Quality monitoring score

Schedule adherence

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