Salesforce ADX261 Exam Questions Instant Access

Question 1

[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 2

[Interaction Channels]

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support. Support agents are certified on one or more specific product lines. CK

would like to provide support through multiple channels. CK wants to ensure a consistent customer experience.

Which solution should the consultant recommend to meet the requirements?

AOmni Channel with Queue-Based Routing

BOmni-Channel with Capacity-Based Routing

COmni-Channel with Einstein Case Routing

Answer : C

Question 3

[Industry Knowledge]

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

AAverage Handle Time

BReduced Call Volume

CTotal Open Cases

Answer : A

Question 4

[Service Cloud Solution Design]

Universal Containers has technical support and general customer service teams that use unique Service Console applications.

Which configuration should a consultant use when deploying the console?

AAssign the app to the User profile.

BAssign a permission set granting the Service User license.

CAssign the Service User license to their User record.

Answer : A

Question 5

[Case Management]

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.

Which mobile development option should the consultant recommend?

ACreate two custom mobile apps, one for Apple and the other for Android.

BExplain that community users can access the site through a web browser.

CUse Salesforce Mobile Publisher to create a common app for both Apple and Android.

Answer : C

Question 6

[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 7

[Knowledge Management]

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only

have access to its own articles when performing a search.

Which solution should a consultant recommend to meet this requirement?

ACreate a sharing rule for each division to provide access using the role hierarchy.

BCreate a sharing rule for each division to provide access based on the article category.

CCreate a single data category group for each division and provide access using the role hierarchy.

Answer : C

Salesforce Administer and Maintain Service Cloud ADX261 Exam Questions