PASS GUARANTEED QUIZ 2025 SALESFORCE ADX261: ADMINISTER AND MAINTAIN SERVICE CLOUD AUTHORITATIVE LATEST TEST PRACTICE

Pass Guaranteed Quiz 2025 Salesforce ADX261: Administer and Maintain Service Cloud Authoritative Latest Test Practice

Pass Guaranteed Quiz 2025 Salesforce ADX261: Administer and Maintain Service Cloud Authoritative Latest Test Practice

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q16-Q21):

NEW QUESTION # 16
Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

  • A. Enhancing user profiles for customer services
  • B. Optimizing the user interface for improved usability
  • C. Tailoring the objects to expose specific customer data

Answer: B

Explanation:
When setting up Service Cloud, optimizing the user interface for improved usability is crucial to ensure service agents have access to the right customer information. A well-designed UI enhances navigation and access to relevant data, enabling agents to resolve customer issues more efficiently and effectively, improving overall service quality and customer satisfaction.


NEW QUESTION # 17
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

  • A. Interaction Log
  • B. Lightning Process Builder
  • C. Lightning Row for Service
  • D. Path for Cases

Answer: A,C


NEW QUESTION # 18
Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.
What is the recommended license for the specialists?

  • A. Salesforce Platform
  • B. WDC Only User
  • C. Satesforce
  • D. Knowledge Only User

Answer: D


NEW QUESTION # 19
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

  • A. Article Types
  • B. Page Layouts
  • C. Omni-Channel
  • D. Record Types
  • E. Support Processes

Answer: B,D,E

Explanation:
Page layouts, record types, and support processes are features that can be implemented to support different case management steps and fields for two separate business operations. Page layouts control the layout and organization of fields, buttons, related lists, and other components on a record detail or edit page. Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. Support processes define the picklist values for the Status field on cases for each record type. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Page Layouts Overview, Record Types Overview, Support Processes Overview


NEW QUESTION # 20
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

  • A. Implement Case Assignment Rules.
  • B. Enable Chat in an Experience Cloud site.
  • C. Allow Comments on Knowledge articles.
  • D. Create a self-service Help Center.

Answer: D


NEW QUESTION # 21
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