Administer and Maintain Service Cloud (ADX261) Free Practice Test

Question 1

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities.
What should the consultant recommend to meet the requirement?

A. Service GPT

B. Slack Connect

C. Einstein Bots

Correct Answer: C

Question 2

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.
Which solution should a consultant recommend?

A. Create a case validation rule to ensure cases are owned by a user when closed.

B. Create a case assignment rule to ensure cases are owned by a user when closed.

C. Use Data Loader periodically to assign these cases to a default owner.

Correct Answer: A

Question 3

Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?

A. On-Demand Email-to-Case

B. Heroku Connect

C. Email-to-Case

Correct Answer: A

Question 4

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access.
Which feature will provide the required level of access?

A. View All for Case

B. Case teams

C. Manager groups

Correct Answer: B

Question 5

Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line.
How should a consultant accomplish this?

A. Standard Web-to-Case with assignment rules

B. Standard Email-to-Case with assignment rules

C. Omni-Channel with prioritized queues

Correct Answer: A

Question 6

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change Management process to provide a foundation for its auditing and governance needs. CK also wants interactive recommendations for every department during this process.
Besides implementing Incident Management and Service Cloud for Slack, what should a consultant recommend for the full solution?

A. Implement Guidance for Success and Knowledge articles.

B. Implement flow orchestration with Work Guides

C. Implement a third-party app from AppExchange.

Correct Answer: B

Question 7

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. AppExchange package

B. Email-to-Case

C. Web-to-Case

Correct Answer: B

Question 8

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?

A. Entitlement processes, contracts, contract line items, and entitlements

B. Entitlement processes, contract line items, milestone, and entitlements

C. Entitlement processes, milestones, milestone actions, and entitlements

Correct Answer: C

Question 9

To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?

A. Add the Knowledge component to the Case record page.

B. Add the Knowledge tab to the Service Console.

C. Add the Knowledge related list to the Case record page.

Correct Answer: A

Question 10

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?

A. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

B. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

C. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.

Correct Answer: B

Question 11

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?

A. Create a new Case record type.

B. Enable Feed Tracking.

C. Install an AppExchange app.

Correct Answer: C

Question 12

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

A. Implement an Apex solution.

B. Use a third-party app from AppExchange.

C. Use custom case assignment rules.

Correct Answer: C

Question 13

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

A. Add images to an HTML file.

B. Change all images to JPEG files.

C. Ensure each image is less than 25 MB.

Correct Answer: C

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Salesforce Administer and Maintain Service Cloud (ADX261) Free Practice Test