Salesforce ADX261 Administer and Maintain Service Cloud Exam Practice Test

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Total 198 questions

Question 1

Milestones can be added to which two Object types?

Choose 2 answers

Answer : B, C

Question 2

universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address

before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

Answer : D

Question 3

Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the

past five years must be migrated to salesforce for go-live.

Which approach should the consultant use for date migration?

Answer : B

Question 4

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling

email from five different time zones.

Which solution should a consultant recommend?

Answer : B

Question 5

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)


Which two benefits can be expected from KCS adoption?

Choose 2 answers

Answer : C, D

Question 6

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case

record page.

Answer : C

Question 7

the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

Answer : B

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Total 198 questions