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Salesforce ADX261 Exam Syllabus Topics:

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

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q81-Q86):

NEW QUESTION # 81
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

• A. Create a report using the Case Historical Trending report type.
• B. Create a report using the Case Lifecycle report type.
• C. Create a report using the Case Snapshot report type.
• D. Create a report using the Case Age report type.

Answer: C
NEW QUESTION # 82
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

• A. Enable the knowledge sidebar setting in the case support settings.
• B. Create a visualforce page called knowledge sidebar on the case page layout.
• C. Enable the knowledge sidebar related list on the case page layout.
• D. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

Answer: A
NEW QUESTION # 83
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

• A. Web to case forms
• B. Omni channel routing
• C. Standard email to case
• D. On-Demand Email-to-case

Answer: D
NEW QUESTION # 84
to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

• A. Add the knowledge tab to the service console
• B. Add knowledge data categories to each case
• C. Add knowledge component to case record page
• D. Add the knowledge related list to the case record page

Answer: C
NEW QUESTION # 85
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

• A. Set up a Salesforce Customer Community that will allow customers to create cases online.
• B. Set up analytical snapshots to capture key case information and create historical trending reports.
• C. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
• D. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Answer: A,C
NEW QUESTION # 86
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