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Salesforce ADX261 Exam Questions and Answers, | SPOTO

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Question #1
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?
A. Einstein Next Best Action
B. Path for Cases
C. Escalation Rules
View answer
Correct Answer: B
Question #2
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products tocustomers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers thathave been upsold new products are two times more likely to remain a customer.What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
A. Einstein Next Best Action
B. Service Analytics Predictions
C. Visual Remote Assistant
View answer
Correct Answer: A
Question #3
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.What should the consultant do before creating an implementation plan?
A. Review Service Setup Assistant for Web-to-Case
B. Review guidelines and limits for Web-to-Case
C. Review Einstein Conversation Mining for Web-to-Case
View answer
Correct Answer: B
Question #4
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally. Which solution should the consultant recommend to meet the needs of the organization?
A. Omni-Channel routing
B. Case escalation
C. Swarming
View answer
Correct Answer: C
Question #5
Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.What should the consultant recommend to prevent duplicate records from being created?
A. Configure and activate Duplicate Management
B. Grant 'View All Data' and instruct them to search
C. Implement Apex triggers for Contact
View answer
Correct Answer: A
Question #6
[Case Management]Universal Containers (UC) provides customer support for two separate business groups. UCrequires that cases for each business group have different support processes and fields.Which feature should a consultant implement to meet the requirement?
A. Omni-Channel
B. Record Types
C. Dynamic Forms
View answer
Correct Answer: B
Question #7
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend? Choose 2 answers
A. Simplify the interactive voice response (IVR) tree
B. Set up Email - to - Case
C. Use Assignment rules and case queues
D. Add additional agents to lower average hold time
View answer
Correct Answer: AB
Question #8
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences. Which KPI could help explain the disparity?
A. Measure cases with and without articles attached based on case status
B. Measure cases with and without articles attached with high net promoter scores (NPS),
C. Measure cases with and without articles attached with high CSAT scores
View answer
Correct Answer: C
Question #9
Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?
A. Change the org - wide default for cases and contacts internal access to private
B. Update the case assignment rule to add the site member to the predefined case team
C. Create a sharing rule to share the contact record with the site member
D. Set up a sharing set to grant access based on the site member's contact record
View answer
Correct Answer: D
Question #10
Which feature can a consultant deploy to route cases from social channels within a limited timeframe?
A. Implement an Apex solution
B. Use custom case assignment rules
C. Use a third-party app from AppExchange
View answer
Correct Answer: B
Question #11
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?
A. Customize service channel settings to define how the organization receives work from various
B. Create a Salesforce Case to have Omni - Channel enabled
C. Create the necessary objects in Salesforce
D. From Setup, select Omni - Channel Settings and Select Enable Omni - Channel
View answer
Correct Answer: D
Question #12
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots. What should the consultant recommend to meet this requirement?
A. Social media
B. Salesforce Knowledge
C. Messaging apps
View answer
Correct Answer: C
Question #13
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields. Which three best practices should a consultant recommend? Choose 3 answers
A. Import the records and create a workflow rule to change the data type
B. Standardize all rows to match Salesforce data types
C. Import the records and use Duplicate Management
D. Deduplicate the data before importing into Salesforce,
E. Install the Data Quality Analysis Dashboards from the AppExchange
View answer
Correct Answer: BCD
Question #14
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.How should the consultant recommend delivering a successful implementation?
A. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly
B. Generate all of the requirements with UC executives and then develop the project schedule
C. Finish all of the project requirements at once and deliver a complete solution
View answer
Correct Answer: A
Question #15
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?
A. Add the Knowledge related list to the Case record page
B. Add the Knowledge tab to the Service Console
C. Add Knowledge Data Categories to each Case
D. Add the Knowledge Component to the Case record page
View answer
Correct Answer: D

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