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Salesforce ADX261 Exam Questions
- 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.
Free Salesforce ADX261 Exam Actual Questions
Note: Premium Questions for ADX261 were last updated On Mar. 18, 2025 (see below)
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to
customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
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?
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.
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?
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.
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?
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.
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