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100% Pass Quiz 2025 Salesforce Newest ADX261: Administer and Maintain Service Cloud Reliable Real Exam

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Salesforce ADX261 Exam is an essential certification for professionals who want to demonstrate their expertise in administering and maintaining the Service Cloud. It tests the candidate's knowledge and skills in various aspects of the Service Cloud, and passing the exam provides a competitive edge in the job market. Administer and Maintain Service Cloud certification is relevant for professionals responsible for the Service Cloud and for those looking to enhance their career in the Salesforce ecosystem.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q49-Q54):

NEW QUESTION # 49
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

A. Both Service Reps can chat with the Customer.
B. The Customer is shown the new Representative's Name
C. The Chat Transcript and Case are transferred.
D. The Customer does not know they were transferred.

Answer: B,C

NEW QUESTION # 50
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Customer Experience site
B. Employee Community
C. Partner Experience site

Answer: C

Explanation:
For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.

NEW QUESTION # 51
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A. Enable Omni-Channel Case assignment
B. Configure a Visual Flow Troubleshooting Action
C. Define separate Record Types for Tier 1 and Tier 2
D. Implement Lightning Guided Engagement

Answer: D

Explanation:
Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement

NEW QUESTION # 52
Cloud Kicks is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years need to be migrated to Salesforce for go-live.
Which approach should a consultant use for data migration?

A. Plan, Prepare, Execute, Test, Validate
B. Plan, Prepare, Test, Execute, Validate
C. Prepare, Plan, Test, Validate, Execute

Answer: B

Explanation:
The recommended approach for data migration, especially for critical business operations like case management, involves a series of well-defined steps. Planning involves outlining the migration strategy and identifying the data to be migrated. Preparation includes cleaning and preparing the data for migration. Testing ensures that the migration processes work as intended in a controlled environment. Execution is the actual migration of data to Salesforce. Validation involves checking the migrated data in Salesforce to ensure accuracy and integrity, ensuring a smooth transition to the new system.

NEW QUESTION # 53
Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.
What should the consultant recommend to decrease case closure time?

A. Enable Suggested Articles.
B. Add data category groups.
C. Create synonym groups.

Answer: A

Explanation:
Enabling Suggested Articles in Salesforce Knowledge provides service agents with article recommendations based on case details, helping them find relevant information faster. This feature can decrease case closure times by equipping agents with the knowledge they need to resolve issues more efficiently, enhancing the overall support experience.

NEW QUESTION # 54
......

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