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Salesforce ADX261 Exam consists of 60 multiple-choice questions, and you have 90 minutes to complete it. ADX261 exam is proctored and can be taken either onsite or online. You need to score a minimum of 68% to pass the exam and earn the certification. Administer and Maintain Service Cloud certification is valid for two years, after which you need to pass a maintenance exam to keep your credential active.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q146-Q151):

NEW QUESTION # 146
Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A. Email-to-Case
B. An AppExchange package
C. On-Demand Email-to-Case
D. web-to-Case

Answer: C

Explanation:
On-Demand Email-to-Case is a feature that allows you to automatically create cases from customer emails without installing any software on your email server. It uses an email service provided by Salesforce to convert emails into cases and route them to the appropriate queues or agents. This solution meets the IT policy of Universal Containers, as it does not require any third-party software installation. Verified Reference: On-Demand Email-to-Case

NEW QUESTION # 147
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

A. Quick Actions added to the case page
B. Customized case hovers
C. Macro to open related cases
D. Actions and Recommendations component

Answer: B

NEW QUESTION # 148
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. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
B. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.
C. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

Answer: B

NEW QUESTION # 149
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Configure IVR routing to bypass Tier 1 for the product line.
B. Configure Omni-channel to assign cases directly to Tier 2.
C. Create Knowledge Articles and publish internally and publicly.
D. Create a dashboard to track and manage call volumes by type.

Answer: C

NEW QUESTION # 150
AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?

A. Service requests art assigned by the support reps to trie technician
B. Service requests are asstgred to the technician using Omnt-Channel.
C. Service requests are scheduled using Salesforce Field Service.
D. Service requests are assigned to a quruc where the technician can accept it.

Answer: C

Explanation:
Scheduling service requests using Salesforce Field Service is a solution that can ensure the repairs are completed in a timely manner by technicians with the appropriate skill set. Salesforce Field Service is a feature that allows administrators to manage the entire service lifecycle, from scheduling and dispatching to tracking and reporting. Salesforce Field Service can help assign service requests to the best available technicians based on their skills, location, availability, and priority, as well as optimize the routes and travel time for technicians. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.field_service_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.field_service_scheduling_overview.htm&type=5

NEW QUESTION # 151
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Salesforce Administer and Maintain Service Cloud Sample Questions (Q146-Q151):

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