[May 05, 2026] Get New ADX261 Certification – Valid Exam Dumps Questions
100% Passing Guarantee - Brilliant ADX261 Exam Questions PDF
To become a certified Salesforce Service Cloud Administrator, candidates must pass the Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam. Administer and Maintain Service Cloud certification exam validates the candidate's ability to implement, configure, and maintain Salesforce Service Cloud solutions. Administer and Maintain Service Cloud certification also demonstrates the candidate's proficiency in managing service entitlements, designing and configuring Service Cloud Automation, and analyzing Service Cloud data.
NEW QUESTION # 92
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?
- A. Track not promoter scores as part of an automated survey after case closure for every cote.
- B. Track the average calls per day, average cases per agent, and average cases per case type.
- C. Measure difference in CSAT ol cases with and without articles attached.
- D. Benchmark the average cases per agent versus the team average across each case channel
Answer: A
Explanation:
Tracking Net Promoter Scores (NPS) as part of an automated survey after case closure for every case is a KPI that can help explain the disparity between customer satisfaction and CSAT. NPS is a metric that measures how likely customers are to recommend a company or product to others, based on a scale from 0 to 10. NPS can help capture the overall loyalty and satisfaction of customers, as well as their feedback and testimonials. NPS can be integrated with Salesforce using third-party apps or custom solutions. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.nps_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.nps_salesforce.htm&type=5
NEW QUESTION # 93
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?
- A. Customize the lightning console chat page
- B. Customize the pre chat form
- C. Configure a chat validation rule
- D. ConfigureLightningGuided Engagement
Answer: B
Explanation:
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified Reference: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms
NEW QUESTION # 94
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All open cases by Channel
- B. Case resolution time
- C. All open Cases by Priority
- D. All Cases closed Month-to-date
- E. All Cases by Customer
Answer: A,B,C
NEW QUESTION # 95
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
- A. Case auto-response rule
- B. Salesforce Chat
- C. OmniStudio
Answer: B
NEW QUESTION # 96
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?
- A. Define case auto-response rules.
- B. Configure case escalation rules.
- C. Use Flow Builder to create a flow with a scheduled path.
- D. Establish case assignment rules.
Answer: B
Explanation:
Configuring case escalation rules is an approach that can notify support managers when a new case has been untouched for more than two business days. Case escalation rules are tools that allow administrators to define the conditions and actions for escalating cases to higher-level agents or managers. Case escalation rules can help ensure that cases are handled in a timely and efficient manner. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.case_escalation_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.case_escalation_create.htm&type=5
NEW QUESTION # 97
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: D
Explanation:
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first-call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports
NEW QUESTION # 98
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. Service Cloud Call Center
- C. Lightning Dialer
Answer: B
NEW QUESTION # 99
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?
- A. Experience Cloud with payment processing
- B. Service Cloud Voice with Tele-pay
- C. Einstein Bots with check processing
Answer: A
NEW QUESTION # 100
Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?
- A. Use a change set.
- B. Use Salesforce Workbench.
- C. Re-create them manually.
Answer: A
Explanation:
Deploying permission sets from a sandbox to production following best practices involves using change sets. Change sets allow administrators to push configuration changes, such as permission sets, from a sandbox environment to production in a controlled and secure manner. This method ensures that all configurations have been tested in a non-production environment before being implemented in production, reducing the risk of errors and maintaining system integrity.
NEW QUESTION # 101
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A. Employee Community
- B. Field Service Lightning
- C. Lightning Console
- D. Salesforce Mobile App
Answer: B
NEW QUESTION # 102
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
- A. Will customers access selft service resources through Experince Cloud?
- B. Do Service Agents need to determine whether a customer is eligible for support?
- C. Do multiple versions of the entitlements need to be created and maintained?
- D. It support provoded on a periodic basis and renewed annually?
Answer: D
Explanation:
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified Reference: : Service Contracts and Entitlements
NEW QUESTION # 103
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?
- A. Recent Items set to Account object.
- B. Screen flow launched from a global action.
- C. Actions & Recommendations component.
- D. History Utility in the Utility bar.
Answer: D
Explanation:
History Utility in the Utility bar is a feature that can enable service agents to share links to recently opened subtabs with other users to swarm on cases. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and copy the URL of the subtab to share with other users. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_history_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_history_share.htm&type=5
NEW QUESTION # 104
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?
- A. Incident Management
- B. Workforce Engagement
- C. Field Service Management
Answer: A
NEW QUESTION # 105
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?
- A. Reduced Call Volume
- B. Average Handle Time
- C. Total Open Cases
Answer: B
Explanation:
To measure the effectiveness of two-way mobile messaging implemented by Cloud Kicks, focusing on the Average Handle Time (AHT) is appropriate. AHT is a key performance indicator that measures the average duration taken to resolve customer issues from the moment a customer interaction begins. In the context of two-way mobile messaging, a reduction in AHT would indicate that the support team is able to resolve issues more efficiently through this channel. This metric directly reflects the impact of mobile messaging on operational efficiency, highlighting its effectiveness in streamlining communication, speeding up resolution times, and ultimately improving the overall customer service experience.
NEW QUESTION # 106
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Kanban
- B. Extremen Programming
- C. Lean Development
- D. Scrum
Answer: A
Explanation:
Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified Reference: : Kanban Methodology
NEW QUESTION # 107
The customer' support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.
Which feature should the consultant recommend?
- A. Einstein Article Recommendations
- B. Einstein Bots 27: B is correct answer
- C. Einstein Reply Recommendations
Answer: A
NEW QUESTION # 108
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?
- A. Capacity Model
- B. Secondary Routing Priority
- C. Skills-Based Routing
Answer: B
NEW QUESTION # 109
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
- A. Omni-Channel
- B. Case assignment rules
- C. Case team
Answer: A
Explanation:
To ensure service agents handling both chat and case processing are assigned an appropriate number of issues, Omni-Channel is the solution. Omni-Channel's capacity management features ensure that agents are not overloaded with work items, maintaining a manageable workload and improving efficiency and response times.
NEW QUESTION # 110
Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents' ability to find the appropriate answer while chatting with customers.
What should a consultant recommend to meet this requirement?
- A. Einstein Article Recommendations
- B. Einstein Reply Recommendations
- C. Action & Recommendations component
Answer: A
Explanation:
To improve agents' ability to find appropriate answers during chat sessions with customers, implementing Einstein Article Recommendations is recommended. This feature uses AI to suggest relevant Knowledge articles to agents based on the context of the chat, enhancing the efficiency of information retrieval and the quality of customer support.
NEW QUESTION # 111
Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.
What should a consultant recommend to address this problem?
- A. Create a Case Macro.
- B. Create an action on Case,
- C. Create a Validation Rule.
Answer: A
Explanation:
To address the issue of agents forgetting to update the Case Status after sending an email, creating a Case Macro that automates the process of sending the email and updating the status is recommended. This ensures consistency in case management and adherence to support processes, enhancing service quality and managerial oversight.
NEW QUESTION # 112
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. Service Console Macros
- B. Lighining Row Component
- C. Path for Cases
- D. Lightning Guided Engagement
Answer: D
NEW QUESTION # 113
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.
- A. On-Demand Email-to-Case
- B. Contact Request Flow
- C. Web-to-Case
- D. Experience Cloud Create Case Form
Answer: D
Explanation:
Experience Cloud Create Case Form is the recommended feature to meet the requirement, because it allows external customers to easily create cases and attach files up to 2 GB in size. Experience Cloud Create Case Form is a standard component that can be added to any Experience Cloud site or page, and can be customized to include fields, labels, and buttons. Verified Reference: : Create Case Form Component
NEW QUESTION # 114
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?
- A. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
- B. Gather organizational vision, map processes, plan for user feedback, and define metrics.
- C. Gather organizational vision, map processes, plan metrics, and plan for user feedback.
Answer: C
Explanation:
In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.
NEW QUESTION # 115
......
Free ADX261 braindumps download: https://www.examboosts.com/Salesforce/ADX261-practice-exam-dumps.html
ADX261 Dumps 2026 - NewSalesforce Exam Questions: https://drive.google.com/open?id=1ptkSeQStQGDBWsA1EQptEGl6vZXEvCDf