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Salesforce ADX261 (Administer and Maintain Service Cloud) Exam is a certification exam designed for professionals who are responsible for administering and maintaining Salesforce Service Cloud. This exam is designed to test the knowledge and skills of individuals who are responsible for managing and maintaining Service Cloud in an organization. The exam covers a wide range of topics, including service cloud architecture, data management, security and access, and automation.

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 (Q136-Q141):

NEW QUESTION # 136
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Knowledge articles with the lowest rating.
B. Knowledge articles created by call center agents.
C. Knowledge search query with no results.
D. Number of knowledge articles in each data category.

Answer: A,C

NEW QUESTION # 137
vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?

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

Answer: A

NEW QUESTION # 138
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

A. Implement Field Service Lightning.
B. Develop and publish a knowledge management system
C. Integrate with an enterprise resource planning system.
D. Configure Visual Flows on Salesforce mobile.

Answer: A

NEW QUESTION # 139
Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.
What is the recommended method to meet the requirement?

A. Chatter Answers
B. Data Category Groups
C. Data Category Visibility
D. Article Translation

Answer: C

NEW QUESTION # 140
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

A. Assign team-based roles to the associated product article types
B. Assign team-based profiles to the associated product article types
C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to the associated product data category value

Answer: C

NEW QUESTION # 141
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