Salesforce ADX261 Exam Questions Instant Access

Question 1

[Service Cloud Solution Design]

Cloud Kicks' service agents frequently receive requests for order updates. All order

information is managed by a separate cloud-based enterprise resource planning (ERP) system.

Agents currently jump between applications to search for these details and have asked if this process

can be improved.

Which approach should the consultant recommend to streamline the process?

ACreate a batch integration process that runs hourly to pull all order updates into Salesforce

BCreate a dynamic action that launches the ERP system with a deep link to the order locator.

CUse Salesforce Connect and External Objects to represent this information in Salesforce.

Answer : C

Question 2

[Implementation Strategies]

Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.

Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?

AData Import Wizard

BData Loader

CMass Transfer Records

Answer : B

Question 3

[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 4

[Service Cloud Solution Design]

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.

Which feature should a consultant recommend to meet this requirement?

AEinstein Chat Bot

BService Cloud Voice

CDigital Engagement

Answer : C

Question 5

[Industry Knowledge]

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

AAuto-Response Rules

BEscalation Rules

CEntitlements and Milestones

Answer : C

Question 6

[Interaction Channels]

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a

case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

ACase teams

BCase swarms

CAccount teams

Answer : A

Question 7

[Contact Center Analytics]

The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reports using work order data stored in an enterprise data warehouse (EDW).

Which approach should the consultant recommend to streamline this process with minimal effort?

ACreate a Custom Object and utilize Data Loader to import work order data into Salesforce.

BUse Salesforce Connect and External Objects to represent work order data in Salesforce.

CImplement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.

Answer : B

Salesforce Administer and Maintain Service Cloud ADX261 Exam Questions