FREE PDF QUIZ PASS-SURE SALESFORCE - ADX261 - ADMINISTER AND MAINTAIN SERVICE CLOUD EXAM QUESTIONS VCE

Free PDF Quiz Pass-Sure Salesforce - ADX261 - Administer and Maintain Service Cloud Exam Questions Vce

Free PDF Quiz Pass-Sure Salesforce - ADX261 - Administer and Maintain Service Cloud Exam Questions Vce

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q160-Q165):

NEW QUESTION # 160
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?

  • A. Implement Case Swarming.
  • B. Implement Einstein Bots.
  • C. Implement Skills-Based Routing.

Answer: B

Explanation:
For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.


NEW QUESTION # 161
Service agents need to send emails with attachments to customers based on the case details.
Which Lightning Service Console feature should a consultant use to meet the requirement?

  • A. Custom case actions
  • B. Lightning Knowledge
  • C. Quick text template

Answer: A


NEW QUESTION # 162
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?

  • A. Heroku Connect
  • B. Email-to-Case
  • C. On-Demand Email-to-Case

Answer: C


NEW QUESTION # 163
Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others.
What is the recommended method to meet the requirements?

  • A. Develop a globally-shared macro to create a new article.
  • B. Create a Quick Action to map case fields to a new article
  • C. Use a trigger to automatically create a new article.

Answer: B

Explanation:
To facilitate easy creation of new articles by service agents when closing a case, a Quick Action can be configured to map relevant case fields directly to a new Knowledge article. This streamlines the process of capturing case resolutions as reusable knowledge, making it easily accessible for other agents and enhancing the overall efficiency of the service center.


NEW QUESTION # 164
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

  • A. Lightning Row for Service
  • B. Interaction Log
  • C. Lightning Process Builder
  • D. Path for Cases

Answer: A,B


NEW QUESTION # 165
......

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