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Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Customize the look and layout of the community Create processes to streamline a support team’s workflow and case management
Topic 2	Create and manage entitlements to customize the level of support for each customer Enable Lightning Knowledge and assign appropriate user licenses
Topic 3	Customize access to, permissions for, and visibility of knowledge tools and processes Enable communities in your Salesforce org
Topic 4	Manage and close cases more efficiently using knowledge articles Create and manage articles to ensure quality of information

Salesforce Administer and Maintain Service Cloud Sample Questions (Q46-Q51):

NEW QUESTION # 46
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

• A. Create a permission set for each record type ;assignpermisisons to service agents
• B. create a data category for each product assign data categories to service agents.
• C. Crreate an article action for each record type;assign record types to service agents
• D. Create a page layout for each record type ;assign layouts to servce agents

Answer: B
NEW QUESTION # 47
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?

• A. create a lightning email template to sned artilce to customer
• B. create an auto response rule to send the article to teh customer
• C. Create a macro to send an email with the article to customer
• D. create a workflow email alert to send the artilce to the customer

Answer: A
NEW QUESTION # 48
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

• A. Interaction Log
• B. Lightning Process Builder
• C. Lightning Flow for service
• D. Path for Cases

Answer: A,C
NEW QUESTION # 49
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

• A. Social Customer Service
• B. Contact Requests
• C. Open CT1
• D. Embedded Chat Window

Answer: D
NEW QUESTION # 50
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 Age report type.
• D. Create a report using the Case Snapshot report type.

Answer: D
NEW QUESTION # 51
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