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Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Create and manage entitlements to customize the level of support for each customer Enable Lightning Knowledge and assign appropriate user licenses
Topic 2	Enable and utilize Chat (formerly Live Agent Customize the Lightning Console pages
Topic 3	Add the Reputation component to the community Customize fields, page layouts, and record types for different kinds of support cases
Topic 4	Customize access to, permissions for, and visibility of knowledge tools and processes Enable communities in your Salesforce org
Topic 5	Manage and close cases more efficiently using knowledge articles Create and manage articles to ensure quality of information
Topic 6	Customize the look and layout of the community Create processes to streamline a support team’s workflow and case management
Topic 7	Customize page layouts and record types to support knowledge article management Create a permission set for effective administration of communities

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q128-Q133):

NEW QUESTION # 128
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

• A. Increased call routing accuracy
• B. Reduced issue resolution time
• C. Reduced support channels
• D. Increased call deflection
• E. Optimized use of resources

Answer: B,C,E
NEW QUESTION # 129
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to Production.
Which two deployment solutions should a consultant use to ensure skills-based routing is operational in Production Choose 2 answers

• A. Data Loader
• B. Data Import Wizard
• C. Mass Transfer Records
• D. Change Sets

Answer: A,D
NEW QUESTION # 130
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

• A. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
• B. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
• C. Prepare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import
• D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

Answer: B
NEW QUESTION # 131
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

• A. Lightning Email with web routing prioritization
• B. Omni-Channel with prioritized queues
• C. Standard Email-to-Case with assignment rules
• D. Standard Web-to-Case with assignment rules

Answer: C
NEW QUESTION # 132
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

• A. Configure a Visual Flow Troubleshooting Action
• B. Enable Omni-Channel Case assignment
• C. Define separate Record Types for Tier 1 and Tier 2
• D. Implement Lightning Guided Engagement

Answer: D
NEW QUESTION # 133
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