Salesforce ADX261 Exam Practice Test Instant Access

Question 1

[Service Cloud Solution Design]

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

AFlow with notifications

BReports and dashboards

CApproval process

Answer : C

Question 2

[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, which aspect is crucial to ensure that service agents have access to

the right customer information?

AOptimizing the user interface for improved usability

BTailoring the objects to expose specific customer data

CEnhancing user profiles for customer services

Answer : A

Question 3

[Service Cloud Solution Design]

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.

What is a cost-effective method for agents to create these activities?

AExecute a macro

BNavigate a Screen Flow.

CLeverage Einstein Case Wrap-Up.

Answer : A

Question 4

[Industry Knowledge]

Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same

customer contacts. UC wants to ensure that its Salesforce instance has clean data.

Which best practice should a consultant recommend?

ADeduplicate the data before importing into Salesforce.

BImport the records and create a Flow to change the data type.

CImport the records and use Duplicate Management.

Answer : A

Question 5

[Knowledge Management]

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.

How should the consultant resolve this issue?

AInform users that the only way to create articles is from the Knowledge component.

BEnable Read/Write/Create permissions for Knowledge articles.

CAdd the Manage Salesforce Knowledge permission to the user's profile.

Answer : C

Question 6

[Case Management]

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.

Which solution meets these requirements?

AUse escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.

BEnable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.

CPublish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

Answer : C

Question 7

[Interaction Channels]

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

AChat Supervisor tab and Whisper Messages

BIncident Management tab and Whisper Messages

COmni-Channel Supervisor and Whisper Messages

Answer : C

Salesforce Administer and Maintain Service Cloud ADX261 Exam Practice Test