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Salesforce ADX261 exam is intended for administrators who are responsible for administering and maintaining Service Cloud within their Salesforce org. ADX261 exam is designed to test the candidate's knowledge and skills in configuring and managing Service Cloud features, such as case management, knowledge management, and the Service Console. ADX261 exam also evaluates the candidate's understanding of Salesforce's best practices for managing customer service operations.

Salesforce ADX261 certification exam is a valuable credential for professionals who work with Service Cloud. It is an excellent way to demonstrate expertise in Service Cloud and enhance career prospects. With the expertise gained from this certification, professionals can help their organizations to provide exceptional customer service and drive business success.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q111-Q116):

NEW QUESTION # 111
Cloud Kicks will us250e the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

A. Create an HTML file for each rich text area field.
B. Change the HTML format first to support subfields.
C. Modify the import parameters to specify HTML encoding.

Answer: A

Explanation:
When migrating how-to guides written in HTML to Salesforce Knowledge, the recommended approach is to create an HTML file for each article's rich text area field. This method ensures that the HTML content is properly formatted and displayed within Salesforce Knowledge articles, preserving the original layout and functionality of the how-to guides.

NEW QUESTION # 112
Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

A. Einstein Next Best Action
B. Path for Cases
C. Escalation Rules

Answer: B

Explanation:
To assist a Tier 2 service representative in taking over case processing from Tier 1 and understanding the troubleshooting progress, "Path for Cases" is recommended. Path visually guides agents through the different stages of a case, providing them with the necessary context and guidance at each step. This feature helps in streamlining the handover process and ensures that Tier 2 representatives are immediately aware of the actions taken by Tier 1, enhancing efficiency and case resolution times.

NEW QUESTION # 113
A consultant has been hired to integrate a client's phone system with Salesforce.
What should the consultant consider using for this integration?

A. Service Cloud Softphone Layout
B. Lightning Dialer
C. Service Cloud Call Center

Answer: C

Explanation:
When integrating a client's phone system with Salesforce, using the Service Cloud Call Center (also known as Salesforce Call Center) is recommended. This feature facilitates the integration of telephony systems with Salesforce, enabling agents to manage calls directly within the Service Cloud interface, enhancing efficiency and providing a unified customer service experience.

NEW QUESTION # 114
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.
What is the first step the consultant should take to address the issue?

A. Document the gap in requirements and discuss the schedule and budget Impact with the project team.
B. Prepare a change order to account for the additional requirements and communicate the new project schedule.
C. Incorporate the additional requirements to the project scope and continue with the original project schedule.

Answer: B

Explanation:
When additional requirements are discovered that impact the project's timeline and budget, preparing a change order to account for these requirements is the first step. This involves adjusting the project scope, timeline, and budget to accommodate the new requirements, ensuring that all stakeholders are aligned and informed about the changes and implications for the project's delivery.

NEW QUESTION # 115
vp of service at universal containers wants to make it easier and faster for support reps to send knowledge articles to customers.What should a consultant configure to satisy this request ?

A. Create a macro to send an email with the article to customer
B. create an auto response rule to send the article to teh customer
C. create a lightning email template to sned artilce to customer
D. create a workflow email alert to send the artilce to the customer

Answer: A

Explanation:
Creating a macro to send an email with the article to customer is a solution that can satisfy the request of making it easier and faster for support reps to send knowledge articles to customers. A macro is a set of instructions that can automate common or repetitive tasks on a record, such as sending an email and updating a field. A macro can help reps save time and avoid errors when sending articles to customers. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

NEW QUESTION # 116
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