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Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Define picklist values for each new record type Salesforce Self-Service Communities Create your own Service Console app
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 page layouts and record types to support knowledge article management Create a permission set for effective administration of communities
Topic 5	Manage and close cases more efficiently using knowledge articles Create and manage articles to ensure quality of information

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q18-Q23):

NEW QUESTION # 18
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

• A. Configure Omni-Channel Routing Model as Most Available.
• B. Configure Case Assignment Rules to use Queues.
• C. Configure Omni-Channel Routing Model as Least Active.
• D. Configure Case Assignment Rules to use Users.

Answer: A
NEW QUESTION # 19
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

• A. Add Data Category Groups.
• B. Create Synonym Groups.
• C. Enable Suggested Articles.
• D. Create Article Translation.

Answer: C
NEW QUESTION # 20
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

• A. Social Media Marketing message tagging.
• B. Social Persona for Twitter and Facebook.
• C. Social Customer Service for Twitter and Facebook.
• D. Einstein Bot social queues.

Answer: C
NEW QUESTION # 21
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. Omni-Channel with prioritized queues
• B. Standard Web-to-Case with assignment rules
• C. Lightning Email with web routing prioritization
• D. Standard Email-to-Case with assignment rules

Answer: D
NEW QUESTION # 22
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. Embedded Chat Window
• B. Open CT1
• C. Social Customer Service
• D. Contact Requests

Answer: A
NEW QUESTION # 23
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