ADX261 REAL EXAM ANSWERS - ADX261 100% EXAM COVERAGE

ADX261 Real Exam Answers - ADX261 100% Exam Coverage

ADX261 Real Exam Answers - ADX261 100% Exam Coverage

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Salesforce ADX261 Certification Exam is designed for professionals who are looking to administer and maintain Service Cloud. ADX261 exam focuses on the core concepts of Service Cloud that includes deployment, configuration, and management of the Service Cloud. It also deals with the implementation of Service Cloud solutions that are based on the best practices of Salesforce.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q99-Q104):

NEW QUESTION # 99
Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues.
The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots.
What should a consultant do to address the risk?

  • A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards.
  • B. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.
  • C. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed.

Answer: B

Explanation:
To address concerns about compliance with HIPAA and other standards when using chatbots, sharing detailed information on bot security, data availability, and confidentiality from Salesforce Trust and Einstein Platform Compliance resources is recommended. This reassures stakeholders of the measures in place to protect sensitive healthcare data and maintain compliance.


NEW QUESTION # 100
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).
Additional requirements are listed below:
* Support attachments up to 25 MB per inquiry
* Under 2,500 inquiries per day
Which configuration solution should a consultant recommend to meet these requirements?

  • A. Email-to-Case
  • B. Heroku Connect
  • C. On-Demand Email-to-Case

Answer: C

Explanation:
For supporting attachments up to 25 MB and handling under 2,500 inquiries per day via free-form email, On-Demand Email-to-Case is the recommended solution. On-Demand Email-to-Case processes emails and attachments without requiring an email server, and is suitable for the specified volume and attachment size requirements, ensuring efficient case creation from customer emails.


NEW QUESTION # 101
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?

  • A. Configure OWD for the Case object and implement Salesforce Shield.
  • B. Configure View All for the Case object and field-level security.
  • C. Configure Case Team with Read Write and field-level security.

Answer: C

Explanation:
To meet the requirements of different access levels for account managers and support engineers, configuring Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information (PII) data field is advisable. This approach allows for granular control over access to case information and PII data, ensuring that each role has the necessary permissions while maintaining data privacy and security.


NEW QUESTION # 102
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

  • A. It captures the same informaion as First Call Resolution.
  • B. It includes blocked and abandoned calls.
  • C. It is skewed by calls that are quickly answered
  • D. It is the typical experience of a caller.

Answer: C

Explanation:
The consultant should explain that Average Speed of Answer (ASA) is skewed by calls that are quickly answered. ASA is a metric that measures the average time that callers wait in the queue before being connected to an agent. ASA can be affected by outliers, such as calls that are answered immediately or calls that are abandoned after a long wait. ASA can be misleading if it does not reflect the typical experience of a caller or the performance of an agent. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.reports_standard_report_types.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_call_center_metrics.htm&type=5


NEW QUESTION # 103
The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures.
What should the consultant recommend?

  • A. Configure a self-service Knowledge Base.
  • B. Configure Skills-Based Routing for service channels.
  • C. Create auto-response templates for Case emails.

Answer: A


NEW QUESTION # 104
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