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Salesforce ADX261 Latest Braindumps & Exam ADX261 Questions Answers

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Salesforce ADX261 (Administer and Maintain Service Cloud) certification exam is for Salesforce professionals who want to specialize in administering and maintaining the Service Cloud. Administer and Maintain Service Cloud certification indicates that a professional has the knowledge and skills required to manage and configure Salesforce Service Cloud applications, including the console, case management, knowledge management, and communication channels.

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Salesforce ADX261 (Administer and Maintain Service Cloud) Certification Exam is designed to test the knowledge and skills of Salesforce professionals in the area of Service Cloud Administration. Administer and Maintain Service Cloud certification is ideal for individuals who are responsible for the maintenance and administration of Service Cloud applications within their organization.

Salesforce ADX261 exam is a certification test designed for professionals who want to demonstrate their knowledge and expertise in administering and maintaining Salesforce Service Cloud. ADX261 Exam measures the knowledge of the candidate in various areas such as designing and implementing knowledge management, configuring and managing case escalation rules, managing entitlements and Service Level Agreements (SLAs), and configuring and managing the Salesforce Console. ADX261 exam is ideal for professionals who want to enhance their skills and demonstrate their proficiency in Service Cloud administration.

Salesforce Administer and Maintain Service Cloud Sample Questions (Q104-Q109):

NEW QUESTION # 104
Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?

A. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.
B. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.
C. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

Answer: B

Explanation:
Following best practices for developing a new Case Management solution that includes third-party integrations, it's advisable to use separate sandboxes for different stages of development. This approach allows for isolated environments to develop, test, and validate features before deployment to production, minimizing risks and ensuring that new functionalities meet user requirements and work as expected in an integrated ecosystem.

NEW QUESTION # 105
The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?

A. Case History report grouped by Call Center
B. Dynamic Dashboard grouped by Call Center
C. Case report grouped by Call Center

Answer: B

NEW QUESTION # 106
Support is divided by product line at Universal Containers. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implement quick texts. Quick texts are unique to each product line.
How should the administrator ensure support reps only have access to quick texts for their specific product line?

A. Set the organization-wide default to Private and create sharing rules to share them with roles.
B. Add a permission set for Read access to the appropriate product line.
C. Create a folder for each product line and share them with public groups.

Answer: C

Explanation:
By creating a separate folder for quick texts for each product line and sharing these folders with respective public groups associated with each product line's support reps, Universal Containers can ensure that support reps have access only to the quick texts relevant to their product line. This approach maintains organized access control and supports standardization while catering to the unique needs of each product line.

NEW QUESTION # 107
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers

A. Users must have Modify AM permission to delete archived articles.
B. After the migration, an integration process that manages the articles' lifecyde by archiving and
C. URL formats for articles drffer between Classic and Lightning Knowledge.
D. The Amde Type field is no longer accessible via SOQi or the API.
E. Only Published articles are available in the API.

Answer: C,E

NEW QUESTION # 108
Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A. In a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.
B. In a Private sharing model, only queue members and direct reports can view cases in a Queue.
C. in a Private sharing model, only queue members can take ownership or cases in the Queue.
D. In a Public Read Only sharing model, al users can view cases in a Queue.

Answer: D

Explanation:
In a Public Read Only sharing model, all users can view cases in a Queue is the correct statement that describes the difference between a Private and Public Read Only organization-wide default sharing model on cases. Organization-wide default sharing model is a setting that determines the baseline level of access users have to each other's records. Private sharing model means that only the record owner and users above them in the role hierarchy can view and edit records, unless access is granted by other means, such as sharing rules or manual sharing. Public Read Only sharing model means that all users can view records, but only the record owner and users above them in the role hierarchy can edit records, unless access is granted by other means. Queues are locations where records are routed to await processing by a group of users. Queues can be used to assign cases to the users who have the appropriate skills, availability, or capacity to work on them. Users who are members of a queue can view and take ownership of records in that queue. Users who are not members of a queue can view records in that queue if the organization-wide default sharing model is Public Read Only or higher, but they cannot take ownership of those records. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.sharing_model_fields.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5

NEW QUESTION # 109
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