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Salesforce ADX261 Exam Syllabus Topics:

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

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q56-Q61):

NEW QUESTION # 56
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. Create a visualforce page called knowledge sidebar on the case page layout.
• B. Enable the knowledge sidebar related list on the case page layout.
• C. Enable the knowledge sidebar setting in the case support settings.
• D. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

Answer: C
NEW QUESTION # 57
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 Component to the Case record page.
• C. Add the Knowledge tab to the Service Console.
• D. Add Knowledge Data Categories to each Case.

Answer: B
NEW QUESTION # 58
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

• A. Web-to-CaM
• B. Embedded Chat Service
• C. Case Assignment Rules
• D. Experience Cloud site

Answer: B
NEW QUESTION # 59
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

• A. Configure a chat validation rule
• B. Customize the lightning console chat page
• C. ConfigureLightningGuided Engagement
• D. Customize the pre chat form

Answer: D
NEW QUESTION # 60
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

• A. Article Record Types must be created before the import.
• B. Each Article Record Type must be in a separate CSV.
• C. Multiple Article Record Types can be imported in the same CSV.
• D. Article Record Types will be created as part of the import.

Answer: A,C
NEW QUESTION # 61
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