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Salesforce ADX261 certification exam covers various topics related to Service Cloud administration and maintenance, including case management, entitlements, knowledge management, analytics, and reporting. ADX261 Exam also covers the use of various Salesforce tools and features such as Lightning Console, Macros, and Omni-Channel.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q46-Q51):

NEW QUESTION # 46
Universal Containers (UC) is migrating from a legacy case management system to Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?

A. Migrate parent cases first
B. ADX261 Migrate parent and child cases together.
C. Migrate child cases first.

Answer: B

Explanation:
To retain existing parent-child relationships between cases when migrating to Salesforce, it is crucial to migrate parent and child cases together. This ensures that the hierarchical structure is preserved in Salesforce, maintaining the context and relationships essential for case management.

NEW QUESTION # 47
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A. Configure a chat validation rule
B. Customize the lightning console chat page
C. Customize the pre chat form
D. ConfigureLightningGuided Engagement

Answer: C

NEW QUESTION # 48
Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

A. Implement Skills-Based Routing.
B. Implement Queue-Based Routing
C. Implement Einstein Article Recommendations.

Answer: A

NEW QUESTION # 49
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Omni-Channel
B. Quick Text
C. Chatter
D. Macros
E. Publisher Actions

Answer: B,D,E

NEW QUESTION # 50
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?

A. Digital Engagement
B. Service Cloud Voice
C. Einstein Chat Bot

Answer: A

NEW QUESTION # 51
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Why You Can Choose Salesforce ADX261 Exam Questions?

Salesforce ADX261 Latest Version: Administer and Maintain Service Cloud - Actual4Labs Instant Download

Salesforce Administer and Maintain Service Cloud Sample Questions (Q46-Q51):