Salesforce ADX261 Exam Questions Instant Access

Question 1

[Interaction Channels]

Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive

language. CK wants a way to prevent abusive customers from starting future chat sessions.

What is the recommended feature to meet the requirement?

ACreate sensitive data rules.

BEnable Assistance Flag Configuration setting.

CCreate an IP blocking rule.

Answer : C

Question 2

[Interaction Channels]

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?

AEinstein Reply Recommendations

BEinstein Article Recommendations

CAction & Recommendations component

Answer : B

Question 3

[Service Cloud Solution Design]

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give

customers access to their agreed upon response times via the portal.

Which solution should a consultant recommend?

AMilestones

BService Contracts

CMaintenance Plans

Answer : B

Question 4

[Case Management]

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?

AAdd experts to an integrated Slack channel.

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

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

Answer : A

Question 5

[Contact Center Analytics]

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will

assist in strategic decision-making.

Which type of report should the consultant include to meet the requirement?

ASnapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations

BOmni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel

CDetailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Answer : A

Question 6

[Service Cloud Solution Design]

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.

When setting up Service Cloud, how can a consultant ensure that service agents have access to the right customer information when viewing a case?

AUse a formula to pull fields from a contact record to the case.

BUse a flow to copy a value from a contact record to the case.

CExpose cross object fields on the case record Lightning page.

Answer : C

Question 7

[Knowledge Management]

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.

Which consideration should the admin be aware of when making this change?

AData Category Visibility of All Categories provides Public Read-Only access.

BData Category Visibility of Custom overrides organization-wide default sharing access.

CData Categories no longer control access to articles.

Answer : C

Salesforce Administer and Maintain Service Cloud ADX261 Exam Questions