ADX261 VALID EXAM ANSWERS & FREE ADX261 EXAM QUESTIONS

ADX261 Valid Exam Answers & Free ADX261 Exam Questions

ADX261 Valid Exam Answers & Free ADX261 Exam Questions

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q34-Q39):

NEW QUESTION # 34
Universal Containers (UC) has regional contact centers around the world. UC has implemented Service Cloud with the organization-wide default for Cases set to Private. The UC role hierarchy is set up by region. Support managers want to see support metrics for their region by default. UC needs a scalable solution.
Which strategy should a consultant recommend?

  • A. Create a Dynamic Dashboard.
  • B. Create a dashboard for each support manager.
  • C. Create a dashboard using Reporting Snapshots.

Answer: A

Explanation:
A Dynamic Dashboard is the best solution for Universal Containers to provide regional support managers with the ability to see support metrics specific to their region by default. Dynamic Dashboards adjust the displayed data based on the viewer's role in the hierarchy, ensuring that each manager sees metrics relevant to their region. This scalable solution eliminates the need for multiple static dashboards, simplifying maintenance and ensuring data relevancy.


NEW QUESTION # 35
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?

  • A. History Utility in the Utility bar.
  • B. Recent Items set to Account object.
  • C. Actions & Recommendations component.
  • D. Screen flow launched from a global action.

Answer: A

Explanation:
History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_share.htm&type=5


NEW QUESTION # 36
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

  • A. Web-to-Case
  • B. On-Demand Email-to-Case
  • C. Contact Request Flow
  • D. Experience Cloud Create Case Form

Answer: D

Explanation:
Experience Cloud Create Case Form is the recommended feature to meet the requirement, because it allows external customers to easily create cases and attach files up to 2 GB in size. Experience Cloud Create Case Form is a standard component that can be added to any Experience Cloud site or page, and can be customized to include fields, labels, and buttons. Verified Reference: : Create Case Form Component


NEW QUESTION # 37
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

  • A. Deduplicate the data before importing into SF
  • B. Install data quality analysis dashboards from the appexchange
  • C. Import the records and use duplicate management
  • D. Standardize all rows to match salesforce data types
  • E. Import records and cretae a a worflow rule to change the data type

Answer: A,B,D


NEW QUESTION # 38
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

  • A. Einstein Case Routing
  • B. Screen Flow
  • C. Omni-Channel Supervisor
  • D. Case Escalation Rules

Answer: C


NEW QUESTION # 39
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