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In addition, this certification exam requires an understanding of the Service Cloud console and how it can be customized to meet the needs of an organization. Professionals taking the ADX261 Exam must also have experience working with customers, as they will be asked questions related to case management and communication channels such as email, chat, and social media.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q67-Q72):

NEW QUESTION # 67
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
C. Create a central "Contact Us" page which provides access to all available channels.
D. Optimize the customer community for mobile devices to have access to the same support as desktops.
E. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

Answer: A,C,D

NEW QUESTION # 68
A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?

A. Experience Cloud with payment processing
B. Einstein Bots with check processing
C. Service Cloud Voice with Tele-pay

Answer: A

Explanation:
For a B2C company looking to decrease service costs and modernize how customers pay invoices and update contact information, implementing Experience Cloud with payment processing capabilities is recommended. This solution provides a secure, online platform where customers can manage their accounts, make payments, and update personal information, eliminating the need for paper-based processes. This digital transformation streamlines operations, improves customer convenience, and reduces service costs associated with manual, paper-based tasks.

NEW QUESTION # 69
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

A. Create case escalation rules to route high-priority cases directly to supervisors for resolution.
B. Create reports to analyze data in order to understand peak times and ensure adequate.
C. Set up analytical snapshots to capture key case Information and create historical trending reports.

Answer: B

NEW QUESTION # 70
Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

A. Workforce Engagement Self Scheduling
B. Omni-Channel Routing
C. Visual Remote Assistant
D. Field Service Scheduler

Answer: D

NEW QUESTION # 71
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A. Define Entitlement and Milestones.
B. Use Process Builder with Scheduled Actions
C. Configure Case Escalation Rules.
D. Enable Omni-Channel Routing.

Answer: A

Explanation:
Entitlements and milestones are features that help you track service contracts and service level agreements (SLAs) in Salesforce. Entitlements are units of customer support, such as phone support or web support, that specify what kind of support a customer is eligible for. Milestones are time-dependent tasks that represent required steps in your support process, such as first response time or resolution time. By defining entitlements and milestones, you can ensure that each case goes through the set of steps required by your SLA and meets the time limits for each step. Verified Reference: [Entitlement Management]

NEW QUESTION # 72
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Precious Administer and Maintain Service Cloud Guide Dumps Will be Your Best Choice - RealValidExam

Latest Salesforce ADX261 Examprep & ADX261 Reliable Test Practice

Salesforce Administer and Maintain Service Cloud Sample Questions (Q67-Q72):

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