A Salesforce ADX261 practice questions is a helpful, proven strategy to crack the Salesforce ADX261 exam successfully. It helps candidates to know their weaknesses and overall performance. PrepPDF software has hundreds of Salesforce exam dumps that are useful to practice in real time. The ADX261 Administer and Maintain Service Cloud practice questions have a close resemblance with the actual ADX261 exam.

The Salesforce ADX261 certification exam is a valuable credential for professionals who work with service cloud technology. It demonstrates a candidate's expertise in service cloud administration, configuration, and maintenance. To prepare for this exam, candidates should have a fundamental understanding of Salesforce concepts and skills, as well as hands-on experience working with the service cloud.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q25-Q30):

NEW QUESTION # 25
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

  • A. Create and assign permission sets to give agents social account access.
  • B. Enable the Moderation feature to automatically create cases from posts.
  • C. Select two Twitter or Facebook accounts.
  • D. Retrieve Social Studio credentials.

Answer: A,C


NEW QUESTION # 26
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 Open CTI with Pop to flow to capture details.
  • B. Use a new customer Path on Contact to capture details.
  • C. Use an auto-launched flow to capture details.
  • D. Use a global quick action to capture details.

Answer: C


NEW QUESTION # 27
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

  • A. Create Synonym Groups.
  • B. Add Data Category Groups.
  • C. Create Article Translation.
  • D. Enable Suggested Articles.

Answer: D


NEW QUESTION # 28
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

  • A. Number of IVR inquiries without agent involvement.
  • B. Average call handle time by team.
  • C. Number of cases closed by a self-service user
  • D. Number of cases created - - Site by month

Answer: C,D


NEW QUESTION # 29
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

  • A. Visual Workflow, data loader, and Force.com IDE
  • B. Data loader, change sets, and Force.com Excel Connector
  • C. Visual Studio Code and change sets
  • D. Mass Transfer Records, change sets, and Visual Studio Code

Answer: C


NEW QUESTION # 30
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