Salesforce ADX261 Exam Practice Test Instant Access

Question 1

[Case Management]

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.

How should a consultant accomplish this?

AStandard Web-to-Case with assignment rules

BOmni-Channel with prioritized queues

CStandard Email-to-Case with assignment rules

Answer : A

Question 2

[Industry Knowledge]

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

Which solution should a consultant recommend to meet this requirement?

AUse auto-response rules to send an email to the customer.

BUse Escalation Rules to assign the case to a case queue.

CUse Flow Builder to send an email to the customer.

Answer : C

Question 3

[Knowledge Management]

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

ADevelop a globally-shared macro to create a new article.

BUse a trigger to automatically create a new article.

CCreate a Quick Action to map case fields to a new article

Answer : C

Question 4

[Case Management]

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a

customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused,

resumed, and completed?

ACase History related list

BActions & Recommendations component

CActivity analytics tab

Answer : B

Question 5

[Industry Knowledge]

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.

Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.

What should a consultant recommend to meet the requirements?

AUse custom labels to manage quick text translations.

BShare a folder with quick text for each translation.

CShare each quick text individually to Public Groups.

Answer : B

Question 6

[Case Management]

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.

Which Service Console productivity tool should a consultant recommend?

ARun a macro on each case.

BUse a mass Quick Action.

CUse a keyboard shortcut.

Answer : B

Question 7

[Interaction Channels]

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

AIt should be deployed with Experience Builder.

BIt is incompatible with Einstein Bots.

CIt should be routed via Omni-Channel,

Answer : C

Salesforce Administer and Maintain Service Cloud ADX261 Exam Practice Test