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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	Enable and utilize Chat (formerly Live Agent Customize the Lightning Console pages
Topic 3	Create and manage entitlements to customize the level of support for each customer Enable Lightning Knowledge and assign appropriate user licenses
Topic 4	Define picklist values for each new record type Salesforce Self-Service Communities Create your own Service Console app
Topic 5	Optimize the use of Omni-Channel Case Escalations and Entitlements
Topic 6	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 (Q123-Q128):

NEW QUESTION # 123
Milestones can be added to which two Object types?
Choose 2 answers

• A. service
• B. Last
• C. Account
• D. Work Order

Answer: B,D
NEW QUESTION # 124
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

• A. Standard Email-to-case
• B. Apex Email Service
• C. On-Domand Emali-to-Case
• D. Web-to-Case forms

Answer: A,C
NEW QUESTION # 125
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

• A. Enable the Moderation feature to automatically create cases from posts.
• B. Create and assign permission sets to give agents social account access.
• C. Retrieve Social Studio credentials.
• D. Select two Twitter or Facebook accounts.

Answer: B,D
NEW QUESTION # 126
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

• A. Lighining Row Component
• B. Lightning Guided Engagement
• C. Service Console Macros
• D. Path for Cases

Answer: B
NEW QUESTION # 127
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend

• A. Reporting Snapshots by call center
• B. Case report grouped by call center
• C. DynamicDahsbaord by Call Center
• D. Report Subscriptions by call center

Answer: A
NEW QUESTION # 128
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