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Achieving the Salesforce ADX261 certification demonstrates the ability to administer and maintain Service Cloud solutions, which are critical for customer service teams. It also validates the skills and knowledge required to configure and customize Service Cloud solutions to meet the needs of customers. With this certification, professionals can advance their career as Salesforce administrators and service cloud consultants.

Salesforce ADX261 exam is intended for administrators who are responsible for administering and maintaining Service Cloud within their Salesforce org. ADX261 Exam is designed to test the candidate's knowledge and skills in configuring and managing Service Cloud features, such as case management, knowledge management, and the Service Console. ADX261 exam also evaluates the candidate's understanding of Salesforce's best practices for managing customer service operations.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q91-Q96):

NEW QUESTION # 91
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

A. Install the Data Quality Analysis Dashboards from the AppExchange.
B. Deduplicate the data before importing into Salesforce,
C. Import the records and use Duplicate Management.
D. Import the records and create a workflow rule to change the data type.
E. Standardize all rows to match Salesforce data types.

Answer: B,C,E

NEW QUESTION # 92
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

A. Auto-Add Milestones
B. Approval Process
C. Lookup Filter
D. Cross-Object Formula

Answer: C

NEW QUESTION # 93
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?

A. Will customers access Knowledge articles through Experience Cloud?
B. Is support provided on a periodic basis and renewed annually?
C. Do multiple versions of the Entitlements need to be created and maintained?

Answer: B

NEW QUESTION # 94
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

A. Configuration a blocking duplicate rule
B. Enable Case Merge.
C. Create an auto-launched flow.
D. Set a validation rule

Answer: B

Explanation:
Case Merge is a native feature that allows agents to merge up to three duplicate cases into one master case, and delete the other cases. Case Merge preserves the case history, comments, attachments, and related records of all the merged cases. Case Merge can be enabled from Setup > Case Merge Settings. Verified Reference: : Merge Duplicate Cases in Lightning Experience

NEW QUESTION # 95
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

A. Modify the import parameters to specify HTML encoding.
B. Create an HTML file for each rich text area field.
C. Change the HTML format first to support subfields.

Answer: B

Explanation:
For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides.

NEW QUESTION # 96
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