Free Salesforce ADX261 Exam Actual Questions

The questions for ADX261 were last updated On Nov 18, 2024

Question No. 1

Which feature can a consultant deploy to route cases from social channels within a limited timeframe?

Show Answer Hide Answer
Correct Answer: A

To route cases from social channels efficiently within a limited timeframe, configuring custom case assignment rules is recommended. These rules can automate the distribution of cases based on specific criteria, ensuring that cases are promptly assigned to the appropriate agents or queues for timely resolution.


Question No. 2

Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step.

What should a consultant recommend to address this problem?

Show Answer Hide Answer
Correct Answer: A

To address the issue of agents forgetting to update the Case Status after sending an email, creating a Case Macro that automates the process of sending the email and updating the status is recommended. This ensures consistency in case management and adherence to support processes, enhancing service quality and managerial oversight.


Question No. 3

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

Show Answer Hide Answer
Correct Answer: A

To improve the efficiency of the repetitive task of closing cases and sending surveys, using Macros in Service Cloud is recommended. Macros automate repetitive tasks with a single click, significantly reducing the time required per case and increasing overall operational efficiency, especially with a high volume of cases.


Question No. 4

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to

customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. 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?

Show Answer Hide Answer
Correct Answer: A

To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.


Question No. 5

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

Show Answer Hide Answer
Correct Answer: C

For a scalable solution that allows support managers to see regional support metrics by default, creating a Dynamic Dashboard is advisable. Dynamic Dashboards display data according to the viewer's access permissions and role hierarchy, enabling each support manager to view metrics specific to their region automatically, without the need for multiple individual dashboards.