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Latest Real ADX261 Exam, ADX261 Test Collection

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Salesforce ADX261 (Administer and Maintain Service Cloud) certification exam is for Salesforce professionals who want to specialize in administering and maintaining the Service Cloud. Administer and Maintain Service Cloud certification indicates that a professional has the knowledge and skills required to manage and configure Salesforce Service Cloud applications, including the console, case management, knowledge management, and communication channels.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q27-Q32):

NEW QUESTION # 27
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?

A. Measure cases with and without articles attached with high net promoter scores (NPS),
B. Measure cases with and without articles attached based on case status.
C. Measure cases with and without articles attached with high CSAT scores.

Answer: C

NEW QUESTION # 28
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

A. Service Cloud Softphone Layout
B. Lightning Dialer
C. Service Cloud Call Center

Answer: C

Explanation:
When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.

NEW QUESTION # 29
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

A. Prepare, Plan, Test, Validate, Execute
B. Plan, Prepare, Test, Execute, Validate
C. Plan, Prepare, Execute, Test, Validate

Answer: B

Explanation:
For data migration to Salesforce, including active accounts, contacts, and historical cases, the recommended approach is to Plan, Prepare, Test, Execute, and Validate. This structured approach ensures thorough preparation, testing for accuracy, execution of the migration, and validation of the data post-migration, ensuring a smooth transition to Salesforce with accurate and complete data.

NEW QUESTION # 30
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Customer Experience site
B. Partner Experience site
C. Employee Community

Answer: B

Explanation:
For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.

NEW QUESTION # 31
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?

A. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.
B. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

Answer: C

Explanation:
To address concerns about compliance with HIPAA and other standards when using chatbots, sharing detailed information on bot security, data availability, and confidentiality from Salesforce Trust and Einstein Platform Compliance resources is recommended. This reassures stakeholders of the measures in place to protect sensitive healthcare data and maintain compliance.

NEW QUESTION # 32
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