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Top New ADX261 Test Vce Free | Efficient Salesforce ADX261: Administer and Maintain Service Cloud 100% Pass

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q129-Q134):

NEW QUESTION # 129
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

A. Enable lookup filters.
B. Configure a Quick Action.
C. Set OWD sharing to Private.

Answer: A

NEW QUESTION # 130
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

A. On-Demand Email-to-Case
B. Email-to-Case
C. Salesforce for Outlook
D. Web-to-Case

Answer: A

Explanation:
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5

NEW QUESTION # 131
Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used.
How can a consultant address this concern?

A. Improve Validation Rule messages.
B. Use Einstein Next Best Action.
C. Configure Path for Cases.
D. Implement record types and page layouts.

Answer: C

Explanation:
When service agents are overwhelmed by the abundance of buttons and components on the Case layout, configuring Path for Cases offers a streamlined and guided approach to case management. The Path feature highlights key stages and the necessary steps at each stage, helping agents focus on the most relevant actions and information. This reduces confusion and improves the user experience, making it easier for agents to remember and utilize the features that are most important for case resolution.

NEW QUESTION # 132
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. Salesforce Survey
B. Entitlement process
C. Service Contracts

Answer: B

Explanation:
To hold service agents accountable for maintaining customer service-level agreements (SLAs), implementing an Entitlement Process is recommended. This feature allows for the definition and management of SLAs for each customer, providing a structured framework to monitor case handling against agreed service levels and ensuring agent accountability in meeting customer service commitments.

NEW QUESTION # 133
Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted.
Which feature should the consultant recommend?

A. Build a joined report.
B. Build a custom report type.
C. Build a dashboard.

Answer: B

Explanation:
Creating a custom report type allows for more flexibility in reporting by combining different objects and their relationships, such as Service Contracts and Entitlements in this case. Universal Containers can use a custom report type to specifically analyze customers with Service Contracts and their associated entitlements, providing insights into support offerings and potential adjustments.

NEW QUESTION # 134
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