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Salesforce ADX261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Enable and utilize Chat (formerly Live Agent
  • Customize the Lightning Console pages
Topic 2
  • Customize page layouts and record types to support knowledge article management
  • Create a permission set for effective administration of communities
Topic 3
  • Define picklist values for each new record type
  • Salesforce Self-Service Communities
  • Create your own Service Console app
Topic 4
  • Create and manage entitlements to customize the level of support for each customer
  • Enable Lightning Knowledge and assign appropriate user licenses
Topic 5
  • Add the Reputation component to the community
  • Customize fields, page layouts, and record types for different kinds of support cases
Topic 6
  • 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 (Q123-Q128):

NEW QUESTION # 123
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

  • A. Enable Keyboard shortcuts
  • B. Create multiple Console layouts
  • C. Configure Macros
  • D. Define criteria-based record page components

Answer: A


NEW QUESTION # 124
Universal Containers wants Service Console users to be able to view and update product usage data that is stored in an external system.
Which two features should a consultant recommend to provide this functionality?
Choose 2 answers

  • A. External Objects
  • B. Custom Objects
  • C. Middle-tier integration
  • D. Salesforce Connect

Answer: A,D


NEW QUESTION # 125
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

  • A. Prepare, Plan, Test, Execute, Validate
  • B. Prepare, Plan, Validate, Execute, Test
  • C. Plan, Prepare, Validate, Execute, Test
  • D. Plan, Prepare, Test, Execute, Validate

Answer: C


NEW QUESTION # 126
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

  • A. Validation Rules for article record types to verify all fields during creation.
  • B. Data Category to assign an article record type to a Reviewer.
  • C. Knowledge Action to Publish an Article once the Article is approved.
  • D. Approval Process that assigns an Article to a Reviewer Queue.

Answer: B,D


NEW QUESTION # 127
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

  • A. Create a report using the Case age report type
  • B. Create a report using the Case snapshot report type
  • C. Create a report using the Case historical trending report type
  • D. Create a report using the Case Lifecyle report type

Answer: D


NEW QUESTION # 128
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