Administer and Maintain Service Cloud - ADX261 Exam Practice Test

Question 1

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?

A. Web-to-Case

B. AppExchange Package

C. On-Demand Email-to-Case

Correct Answer: A

Question 2

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

A. Measure cases with and without articles attached based on case status.

B. Measure cases with and without articles attached with high CSAT scores.

C. Measure cases with and without articles attached with high net promoter scores (NPS),

Correct Answer: B

Question 3

Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

A. Case assignment rules

B. Case team

C. Omni-Channel

Correct Answer: C

Question 4

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?

A. Configure Case Escalation rules.

B. Establish Case Assignment rules.

C. Create a Flow with a scheduled path.

Correct Answer: A

Question 5

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?

A. Add the Knowledge component on the case Lightning record page.

B. Add the Knowledge related list to the case page layout.

C. Add the Knowledge object to global search objects.

Correct Answer: A

Question 6

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, how can a consultant ensure that service agents have access to the right customer information when viewing a case?

A. Use a formula to pull fields from a contact record to the case.

B. Expose cross object fields on the case record Lightning page.

C. Use a flow to copy a value from a contact record to the case.

Correct Answer: B

Question 7

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. Slack Connect

B. Einstein Bots

C. Service GPT

Correct Answer: B

Question 8

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

A. Activity analytics tab

B. Case History related list

C. Actions & Recommendations component

Correct Answer: C

Question 9

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support.
When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A. Tailoring the objects to expose specific customer data

B. Enhancing user profiles for customer services

C. Optimizing the user interface for improved usability

Correct Answer: C

Question 10

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

A. Use Email-to-Case to send an email to experts so they can use email threads.

B. Implement Skills-Based Routing to assign the case to experts.

C. Add experts to an integrated Slack channel.

Correct Answer: C

Question 11

How should a consultant configure a report that shows the average number of days that Cases stay open?

A. Create a report snapshot of the number of open Cases each day.

B. Create a formula field on Case to calculate the average age.

C. Use the standard Case age field on the resort.

Correct Answer: B

Question 12

Cloud Kicks provides telephone support to customers. When creating a case, service agents frequently enter shipping postal codes from various countries around the world.
What is the recommended method to ensure accurate data is entered?

A. Configure validation rule with VLOOKUP.

B. Set up duplicate rule with matching rules.

C. Create a cross-object formula.

Correct Answer: A

Question 13

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?

A. End the messaging session with the customer.

B. Leave the messaging session with the customer open.

C. Mark the messaging session as customer Inactive.

Correct Answer: A

Question 14

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, Test, Execute, Validate

B. Prepare, Plan, Test, Validate, Execute

C. Plan, Prepare, Execute, Test, Validate

Correct Answer: A

Question 15

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

A. Entitlement process

B. Service Contracts

C. Salesforce Survey

Correct Answer: A

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