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Salesforce ADX261 Exam is a valuable certification for professionals who want to demonstrate their expertise in Service Cloud administration. Administer and Maintain Service Cloud certification is recognized globally and is highly respected in the industry. Administer and Maintain Service Cloud certification not only enhances the skillset of the candidate but also opens up various job opportunities. With this certification, professionals can demonstrate their proficiency in administering and maintaining Salesforce Service Cloud, which is an essential skill for any organization that uses Salesforce to manage their customer service operations.

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Salesforce is a leading provider of cloud-based customer relationship management (CRM) software solutions that help businesses of all sizes streamline their sales, marketing, and customer service operations. As a Salesforce administrator, it is essential to stay up-to-date with the latest features and functionalities of its various products to ensure the smooth running of a business's operations. One such product is Service Cloud, which provides a platform for businesses to deliver exceptional customer service experiences.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q121-Q126):

NEW QUESTION # 121
Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A. Incident Management
B. Visual Remote Assistant
C. Workforce Engagement
D. Field Service

Answer: D

Explanation:
Field Service is the recommended solution for Ursa Major Solar because it allows them to manage mobile workforces, optimize schedules and routes, and dispatch technicians based on skills and location. Field Service also integrates with voice channels and provides real-time visibility into service delivery1 Verified Reference: 1: Field Service Overview

NEW QUESTION # 122
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A. Configure Case Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as Most Available.
C. Configure Case Assignment Rules to use Users.
D. Configure Omni-Channel Routing Model as Least Active.

Answer: B

NEW QUESTION # 123
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

A. Web-to-Case with reCAPTCHA enabled
B. Web-to-Case with Einstein Case Classification
C. On-Demand Email-to-Case Threading

Answer: A

NEW QUESTION # 124
Universal Containers (UC) has a policy that requires all email traffic to remain within its firewall. UC receives up to 2,000 cases per day, some of which include large email attachments from customers.
When implementing Salesforce in this scenario, which solution should a consultant recommend?

A. On-Demand Email-to-Case
B. Email relay
C. Email-to-Case

Answer: C

Explanation:
Email-to-Case is the recommended solution for Universal Containers to manage email traffic within its firewall. Unlike On-Demand Email-to-Case, which routes emails through Salesforce servers, Email-to-Case allows emails to be processed directly by the organization's email server, adhering to UC's policy of keeping email traffic within its firewall, even when handling large attachments.

NEW QUESTION # 125
Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?

A. Add History to the Utility bar.
B. Keep all cases open in tabs.
C. Create a custom dashboard.

Answer: A

Explanation:
For Service Console users who need to efficiently revisit cases worked on earlier, adding the History component to the Utility Bar is recommended. This provides quick access to recently viewed records, enabling users to navigate back to previous cases without keeping all cases open in tabs, enhancing productivity and case management efficiency.

NEW QUESTION # 126
......

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Ben King Ben King

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