ADX261 EXAMS TRAINING | ADX261 QUESTIONS EXAM

ADX261 Exams Training | ADX261 Questions Exam

ADX261 Exams Training | ADX261 Questions Exam

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Tags: ADX261 Exams Training, ADX261 Questions Exam, Sure ADX261 Pass, Latest ADX261 Learning Materials, Reliable ADX261 Test Guide

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Salesforce ADX261 Questions Exam, Sure ADX261 Pass

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q140-Q145):

NEW QUESTION # 140
A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes.
What should the agent do next?

  • A. Leave the messaging session with the customer open.
  • B. Mark the messaging session as customer Inactive.
  • C. End the messaging session with the customer.

Answer: C

Explanation:
In situations where a customer stops responding during a messaging session, it's practical for service agents to end the session after an appropriate wait time. This action helps in managing agent workload efficiently and ensures that resources are allocated to active engagements. Ending the session also allows for proper session management and reporting, contributing to accurate metrics on customer interactions.


NEW QUESTION # 141
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 Einstein Article Recommendations.
  • B. Implement Skills-Based Routing.
  • C. Implement Queue-Based Routing

Answer: B


NEW QUESTION # 142
Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

  • A. Queue-Based Routing
  • B. Lead Assignment Rules
  • C. Skills-Based Routing
  • D. Lightning Flow for Service

Answer: C


NEW QUESTION # 143
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

  • A. Use Einstein Next Best Action.
  • B. Improve Validation Ru!e messages.
  • C. Implement record types and pege layouts.
  • D. Configure Path for Cases.

Answer: C


NEW QUESTION # 144
Which advantage does Salesforce provide with the OpenCTI framework?

  • A. Developers can integrate with any telephony platform available with minimal need for customization.
  • B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  • C. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.

Answer: B

Explanation:
Salesforce's OpenCTI framework offers the significant advantage of cross-platform compatibility for telephony integration. This means that developers can create a telephony solution that works across various browsers and operating systems without needing to customize for each environment. This capability ensures that agents have a consistent telephony experience regardless of their chosen hardware or software, enhancing efficiency and reducing development overhead.


NEW QUESTION # 145
......

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