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Salesforce ADX261 Exam Questions

Exam Name: Administer and Maintain Service Cloud
Exam Code: ADX261
Related Certification(s): Salesforce Service Cloud Consultant Certification
Certification Provider: Salesforce
Number of ADX261 practice questions in our database: 177 (updated: Feb. 07, 2025)
Expected ADX261 Exam Topics, as suggested by Salesforce :
  • Topic 1: Industry Knowledge: It explains the factors that influence KPIs and key Contact Center metrics. Moreover, it discusses risks, benefits, and business challenges. Lastly, it focuses on industry standards and general capabilities.
  • Topic 2: Implementation Strategies: This topic deals with participating in a successful consulting engagement, recommending suitable deployment and training strategies, and explaining considerations and implications for data migration, data governance, data quality, and large data volumes.
  • Topic 3: Service Cloud Solution Design: It delves into assessing customer requirements to determine limitations, and design trade-offs for the service agent experience and interaction channels. The topic also discusses data security and compliance requirements.
  • Topic 4: Knowledge Management: It explains Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices as well as determining how to configure Knowledge.
  • Topic 5: Intake and Interaction Channels: It discusses recommending the suitable approach to intake channels and their design. The topic also discusses the use cases and functionality for proposed interaction channels. Lastly, it delves into design considerations and best practices.
  • Topic 6: Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
  • Topic 7: Contact Center Analytics: The topic discusses develop reports and dashboards in Salesforce.
  • Topic 8: Integrations: Explains use cases and considerations for core Service Cloud integrations.
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Rolf

12 days ago
Passed my Salesforce Service Cloud exam with flying colors! Pass4Success made all the difference in my short study time.
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Phuong

21 days ago
The exam was challenging, but I passed thanks to Pass4Success. One question that I found difficult was about Intake and Interaction Channels. It asked how to set up multiple channels for customer interactions and ensure seamless integration. I had to make an educated guess.
upvoted 0 times
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Geoffrey

1 months ago
Wow, that exam was tough! Grateful for Pass4Success's materials - they really helped me prepare quickly.
upvoted 0 times
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Dorothea

2 months ago
I passed the exam, and Pass4Success practice questions were a big help. There was a tough question on Integrations, specifically about integrating Salesforce with an external ERP system. I wasn't entirely sure about the best method, but I managed to answer correctly.
upvoted 0 times
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Brynn

2 months ago
Just passed the Salesforce Certified: Administer and Maintain Service Cloud exam! Thanks Pass4Success for the spot-on practice questions.
upvoted 0 times
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Troy

2 months ago
Passing the exam was a relief, and Pass4Success was instrumental. One question that puzzled me was about Case Management. It asked how to automate case assignment based on agent skills and availability. I had to think on my feet, but I got it right.
upvoted 0 times
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Rima

3 months ago
I'm excited to have passed the exam, and Pass4Success was a key resource. A difficult question I encountered was related to Industry Knowledge. It asked about the specific compliance requirements for a financial services contact center. I wasn't sure of the exact regulations, but I managed to answer correctly.
upvoted 0 times
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Dewitt

3 months ago
Service Cloud certification in the bag! Couldn't have done it without Pass4Success's relevant exam questions.
upvoted 0 times
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Sue

4 months ago
The exam was tough, but I passed with the help of Pass4Success. One question that caught me off guard was about Salesforce Knowledge. It asked how to optimize article visibility for different user roles. I had to guess a bit, but I made it through.
upvoted 0 times
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Janey

4 months ago
I successfully passed the exam, and the Pass4Success practice questions played a big role. There was a challenging question on Salesforce Self-Service Communities, specifically about customizing the community to enhance user engagement. I wasn't 100% confident in my answer, but it worked out.
upvoted 0 times
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Lai

4 months ago
Wow, aced the Service Cloud exam! Pass4Success's materials were a lifesaver for quick prep.
upvoted 0 times
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Carli

5 months ago
Passing the exam was a great achievement, thanks to Pass4Success. I remember a tricky question about the key components of a Service Cloud Solution Design. It asked how to integrate various service channels effectively. I had to think hard about the right combination of tools and features.
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Kati

5 months ago
Thanks to Pass4Success for providing relevant exam questions! Their materials helped me prepare efficiently and pass the Service Cloud exam in a short time.
upvoted 0 times
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Aileen

5 months ago
I was thrilled to pass the Salesforce Administer and Maintain Service Cloud exam! The Pass4Success practice questions were incredibly helpful. One question that stumped me was about the best practices for setting up Knowledge Management in a multi-language environment. I wasn't entirely sure about the correct approach, but I managed to get through it.
upvoted 0 times
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Dolores

5 months ago
Just passed the Salesforce Certified: Administer and Maintain Service Cloud exam! Thanks Pass4Success for the spot-on practice questions.
upvoted 0 times
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Devora

6 months ago
Passing the Salesforce Administer and Maintain Service Cloud exam was a great accomplishment for me. Thanks to Pass4Success practice questions, I was well-prepared for questions on deployment strategies and data governance considerations. One question that I recall from the exam was about the implications of large data volumes on service cloud implementation. Although I wasn't entirely confident in my answer, I still managed to pass the exam.
upvoted 0 times
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Ashlee

7 months ago
My experience taking the Salesforce Administer and Maintain Service Cloud exam was challenging yet rewarding. With the assistance of Pass4Success practice questions, I was able to successfully navigate through topics like industry standards and data migration strategies. One question that I remember from the exam was about the risks and benefits associated with implementing a new contact center solution. Despite some uncertainty, I was able to pass the exam.
upvoted 0 times
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Inocencia

8 months ago
Just passed the Salesforce Certified: Administer and Maintain Service Cloud exam! Be ready for questions on Entitlement Management, especially setting up and managing Service Level Agreements (SLAs). Know how to create entitlement processes and milestones. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
upvoted 0 times
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Beatriz

8 months ago
I recently passed the Salesforce Administer and Maintain Service Cloud exam with the help of Pass4Success practice questions. The exam covered topics such as industry knowledge and implementation strategies. One question that stood out to me was related to key Contact Center metrics and how they influence KPIs. I wasn't completely sure of the answer, but I managed to pass the exam.
upvoted 0 times
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Nu

8 months ago
Alex Thompson
upvoted 0 times
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Alaine

9 months ago
Just passed the Salesforce Certified: Administer and Maintain Service Cloud exam! Be ready for questions on case management workflows - understanding how to set up and optimize case assignment rules is crucial. Study Omni-Channel routing configurations; they love to test on this. Don't forget about Knowledge management - creating article types and data categories is important. Thanks to Pass4Success for their spot-on practice questions, which helped me prepare quickly and effectively!
upvoted 0 times
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Free Salesforce ADX261 Exam Actual Questions

Note: Premium Questions for ADX261 were last updated On Feb. 07, 2025 (see below)

Question #1

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

Reveal Solution Hide Solution
Correct Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.


Question #2

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

Reveal Solution Hide Solution
Correct Answer: A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


Question #3

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

Reveal Solution Hide Solution
Correct Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.


Question #4

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

Reveal Solution Hide Solution
Correct Answer: A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


Question #5

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

Reveal Solution Hide Solution
Correct Answer: C

To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.


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