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Salesforce ADX261 (Administer and Maintain Service Cloud) Exam is a certification exam for professionals who want to demonstrate their proficiency in administering and maintaining the Service Cloud platform. ADX261 exam is designed for individuals who have experience in managing Service Cloud environments, including configuring and customizing the platform, managing data, and creating reports and dashboards. The ADX261 exam is intended for individuals who have already completed the Service Cloud Administration course and have a solid understanding of the Service Cloud platform.

To prepare for the ADX261 Exam, candidates must have a solid understanding of Service Cloud features, architecture, and best practices. They must also have experience in configuring and customizing Service Cloud to meet business requirements. Salesforce recommends that candidates have at least six months of hands-on experience with Service Cloud before attempting the exam.

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Salesforce ADX261 Exam is an essential certification for professionals who want to demonstrate their expertise in administering and maintaining the Service Cloud. It tests the candidate's knowledge and skills in various aspects of the Service Cloud, and passing the exam provides a competitive edge in the job market. Administer and Maintain Service Cloud certification is relevant for professionals responsible for the Service Cloud and for those looking to enhance their career in the Salesforce ecosystem.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q42-Q47):

NEW QUESTION # 42
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?

A. Create an auto-response rule that links to Knowledge articles.
B. Create a Macro to send an email with Knowledge articles.
C. Set up the Case Deflection component to share Knowledge articles.

Answer: B

Explanation:
To streamline the process of sending Knowledge articles to customers, configuring a Macro is an efficient solution. Macros automate repetitive tasks, such as selecting an article and attaching it to an email to the customer, thereby speeding up the agent's workflow and enhancing the customer support experience.

NEW QUESTION # 43
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Visual Remote Assistant
B. Einstein Next Best Action
C. Service Analytics Predictions

Answer: B

NEW QUESTION # 44
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

A. Reduced issue resolution time
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced first contact resolution
D. A knowledge article life cycle that is implemented correctly the first time and does not need to change

Answer: A,B

Explanation:
These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm&type=5

NEW QUESTION # 45
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

A. Salesforce for Outlook
B. Web-to-Case
C. On-Demand Email-to-Case
D. Email-to-Case

Answer: D

NEW QUESTION # 46
Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

A. Create a data category for each product. Assign data categories to service agents.
B. Create an article action for each record type. Assign record types to service agents.
C. Create a permission set for each record type. Assign permissions to service agents.

Answer: A

Explanation:
Creating a data category for each product and assigning these categories to service agents based on their product specialization ensures that agents only see relevant articles during Lightning Knowledge searches. This approach streamlines access to information and enhances support efficiency for specific product lines.

NEW QUESTION # 47
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