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The certification exam consists of 60 multiple-choice questions that need to be answered within 105 minutes. The exam fee is $200, and it can be taken both online and at a testing center. Salesforce recommends that individuals preparing for the exam have at least six months of experience administering Salesforce Service Cloud and possess working knowledge of Salesforce Administrator certification concepts. The Salesforce ADX261 certification is a valuable asset for individuals seeking to advance their careers in Service Cloud administration and support.

To be eligible for the exam, you should have at least six months of experience as a Salesforce administrator and have completed the Salesforce Certified Administrator certification. You should also have practical experience in implementing and managing Service Cloud features, such as entitlements, service contracts, and service level agreements.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q16-Q21):

NEW QUESTION # 16
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

A. Entitlement processes, contract line items, milestones, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, contracts, contract line Items, and entitlements
D. Entitlement processes, milestones, milestone actions, and entitlements

Answer: D

NEW QUESTION # 17
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.

A. Enable keyboard shortcuts
B. Define criteria-based record page components
C. Configure Macros
D. Create multiple console layouts

Answer: A

NEW QUESTION # 18
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Set up a reporting snapshot of the case, contact and activity objects.
B. Build a Summary report on Products and Activities.
C. Create a Custom Report type with activities as the primary object.
D. Customize the My Teams Calls this week standard report.

Answer: D

NEW QUESTION # 19
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. Validation Rules
B. Service Analytics Predictions
C. Einstein Next Best Action
D. Einstein Reply Recommendations

Answer: D

NEW QUESTION # 20
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Set up Milestones.
B. Enable Work Orders.
C. Create an Entitlement Process.
D. Configure Service Contracts.

Answer: A,C

NEW QUESTION # 21
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