Free Online Salesforce ADX-261 Practice Test

Prepare Your Salesforce ADX-261 Exam Questions with Free online ADX-261 Practice Test. Get Brilliant Administer and Maintain Service Cloud (WI24) Exam Results with Valid ADX261 Exam Dumps.

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Total 261 Questions | Updated On: May 13, 2024

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Question 1

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.

When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.

What is the recommended solution?

A : Visual Remote Assistant

B : Field Service

C : Workforce Engagement

D : Incident Management

Answer: B

Question 2

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 : Create Synonym Groups.

B : Create Article Translation.

C : Enable Suggested Articles.

D : Add Data Category Groups.

Answer: C

Question 3

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A : Create a case assignment rule to ensure cases are owned by a user when closed.

B : Use a data tool to update the owner field on closed cases.

C : Create a Process Builder and Flow to change the owner on closed cases.

D : Create a case validation rule to ensure cases are owned by a user when closed.

Answer: A,B

Question 4

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A : Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to all users of the organization in advance.

C : Select a window of time when users will NOT be making changes to the organization.

D : Ensure all users refrain from logging into production for an entire day prior to deployment.

E : Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer: A,B,C

Question 5

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

How should a consultant configure this requirement?

A : Add the Knowledge related list to the Case record page.

B : Add the Knowledge tab to the Service Console.

C : Add Knowledge Data Categories to each Case.

D : Add the Knowledge Component to the Case record page.

Answer: D

Page: 1 / 53

Total 261 Questions | Updated On: May 13, 2024

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