Salesforce ADX261 Exam Questions Instant Access

Question 1

[Industry Knowledge]

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

ACustom Report Types with Reports and Dashboards

BKnowledge Base Reports and Dashboard Package Installation

CKnowledge Dashboard Pack for CRM Analytics Installation

Answer : B

Question 2

[Service Cloud Solution Design]

Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like

a quick way to navigate the console, including changing tabs, saving records, and searching.

What is the recommended feature to improve productivity?

AKeyboard shortcuts

BQuick text

CCustom macros

Answer : A

Question 3

[Interaction Channels]

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.

What should the agent do next?

AEnd the messaging session with the customer.

BMark the messaging session as customer Inactive.

CLeave the messaging session with the customer open.

Answer : A

Question 4

[Implementation Strategies]

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and

integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's

development efforts.

What should a consultant recommend that UC's Salesforce admin do in this scenario?

APostpone the release to the production org so the team can finish the project before the release is deployed.

BDisable updates to the sandbox so the team can continue using the solution without the updates from the release.

COpt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

Answer : C

Question 5

[Knowledge Management]

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles

have been attached to closed cases. A new product release will require changes to dozens of articles.

After revising the articles, CK wants to ensure that a prior article version stays associated with the

closed cases.

What is the recommended method to meet the requirements?

AAdd 'updated' to the name of the new article.

BUse Smart Link to Article to select the prior version.

CSelect the Flag as new version checkbox when publishing.

Answer : C

Question 6

[Interaction Channels]

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.

What should the consultant recommend to meet the requirement?

ASlack Connect

BService GPT

CEinstein Bots

Answer : C

Question 7

[Implementation Strategies]

Universal Containers (UC) wants to implement Service Cloud using Agile methodology.

How should the consultant recommend delivering a successful implementation?

AGenerate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

BGenerate all of the requirements with UC executives and then develop the project schedule.

CFinish all of the project requirements at once and deliver a complete solution.

Answer : A

Salesforce Administer and Maintain Service Cloud ADX261 Exam Questions