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Salesforce ADX261 Exam Syllabus Topics:

Topic	Details
Topic 1	Customize the look and layout of the community Create processes to streamline a support team’s workflow and case management
Topic 2	Enable and utilize Chat (formerly Live Agent Customize the Lightning Console pages
Topic 3	Define picklist values for each new record type Salesforce Self-Service Communities Create your own Service Console app
Topic 4	Customize page layouts and record types to support knowledge article management Create a permission set for effective administration of communities
Topic 5	Add the Reputation component to the community Customize fields, page layouts, and record types for different kinds of support cases
Topic 6	Optimize the use of Omni-Channel Case Escalations and Entitlements
Topic 7	Create and manage entitlements to customize the level of support for each customer Enable Lightning Knowledge and assign appropriate user licenses
Topic 8	Customize access to, permissions for, and visibility of knowledge tools and processes Enable communities in your Salesforce org

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q37-Q42):

NEW QUESTION # 37
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

A. On-Demand Email-to-case
B. Web to case forms
C. Standard email to case
D. Omni channel routing

Answer: A

NEW QUESTION # 38
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?

A. Social Customer Service
B. Open CT1
C. Embedded Chat Window
D. Contact Requests

Answer: C

NEW QUESTION # 39
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

A. Retrieve Social Studio credentials.
B. Select two Twitter or Facebook accounts.
C. Create and assign permission sets to give agents social account access.
D. Enable the Moderation feature to automatically create cases from posts.

Answer: B,C

NEW QUESTION # 40
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Service Analytics Predictions
B. Einstein Reply Recommendations
C. Validation Rules
D. Einstein Next Best Action

Answer: B

NEW QUESTION # 41
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

A. Import records and cretae a a worflow rule to change the data type
B. Standardize all rows to match salesforce data types
C. Install data quality analysis dashboards from the appexchange
D. Deduplicate the data before importing into SF
E. Import the records and use duplicate management

Answer: B,C,D

NEW QUESTION # 42
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