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Exam Code: ADX261
Exam Name: Administer and Maintain Service Cloud Exam
Exam Q&As: 183 Q&As
Last update: June 22, 2024

Product Description

The Administer and Maintain Service Cloud certification is highly valued in the IT industry and obtaining it can open a variety of career opportunities. One of the best ways to prepare for the Salesforce ADX261 exam is by practicing with high-quality practice questions and understand the answers. QuestionsTube offers ADX261 exam questions with precise answers online for helping you make preparation for ADX261 exam.

Administer and Maintain Service Cloud ADX261 Exam Overviews

The Administer and Maintain Service Cloud (ADX261) is a course designed for Salesforce Administrators who are responsible for configuring, managing, and maintaining Service Cloud. It is suitable for individuals who hold the Salesforce Administrator credential or possess equivalent knowledge, have a solid understanding of basic Salesforce features and functionality, and have at least six months of experience using Salesforce. It is also beneficial for those looking to obtain their Service Cloud Consultant credential. Upon completion of this course, participants will gain the skills to:
– Customize the Salesforce Lightning Service Console application to enhance support agent productivity.
– Implement support case management and automate support processes using queues, assignment rules, and escalation rules.
– Enable Salesforce Lightning Knowledge to effectively create, publish, and maintain knowledge articles.
– Configure a Customer Help Center utilizing a self-service Experience Cloud site.
– Build Service Cloud reports and dashboards for call center and operational support activities.
– Manage customer service-level agreements by setting up case Entitlements and Milestones.
– Identify the capabilities and functionality of the Softphone Utility.
– Explain the workings of Open Computer-Telephony Integration (CTI) and Service Cloud Voice.
– Recommend and administer Flow for Service solutions to meet customer business requirements.

To make sure that you can prepare for the ADX261 exam well, you need to read all exam objectives first:

  • Discover Lightning Service Console
  • Explore Service Console Components Used for Lightning Page Customization
  • Create a Functional Service App Using Service Setup and Setup Assistant
  • Implement Business Processes to Streamline Support Case Management Workflows for Service Teams
  • Identify Needs and Considerations for Different Support Case Types
  • Customize Fields, Page Layouts, and Record Types for Support Cases
  • Define Case Status Picklist Values
  • Create Support Case Queues, Assignment Rules, and Escalation Rules
  • Set Up Case Entitlements and Milestones to Manage Customer Service-Level Agreements
  • Understand Support Agent Collaboration Options Between Service Cloud and Slack
  • Build a Service Console Application
  • Customize Lightning Record Pages
  • Add Productivity Tools to the Console Utility Bar
  • Create Macros Using Macro Builder
  • Understand Softphone Utility Functionality
  • Explore Open CTI and Service Cloud Voice Telephony Options
  • Enable Lightning Knowledge
  • Assign Appropriate Knowledge User Licenses
  • Customize Page Layouts and Record Types to Support Knowledge Article Management
  • Manage Sharing Permissions for Knowledge Tools and Processes
  • Create and Manage Knowledge Articles to Ensure Information Quality
  • Utilize Knowledge Articles to Manage and Close Cases More Efficiently
  • Outline Self-Service Site Fundamentals
  • Review Security Considerations for Site Access
  • Enable Digital Experiences to Create an Experience Cloud Site
  • Manage Site Administration Using Permission Sets
  • Customize the Help Center Layout and User Experience
  • Set Up Help Center Support and Self-Service Tools
  • Set Up a Channel Menu to Optimize Help Center Service
  • Understand the Role of Site Administrators and Content Publishers
  • Examine Flow for Service Use Cases
  • Introduction to Flow for Service Cloud
  • Deploy Screen Flows to Users
  • Create a Simple Flow for Community Users
  • Discover Service Cloud Reports and Dashboards
  • Create Service Reports Using Report Builder
  • Measure Support Agent Performance with Call Center Metrics and Key Performance Indicators
  • Explore Available Salesforce AppExchange Report Packages
  • Measure Experience Site Success

ADX261 Practice Questions with Precise Answers

ADX261 practice questions of QuestionsTube are designed to help you prepare for the Administer and Maintain Service Cloud exam by providing a thorough understanding of the exam topics. Each question is accompanied by a precise answer and a detailed explanation that help you understand the concept behind the question. This ensures that you not only memorize the correct answer but also understand the reasoning behind it.

Multiple Formats and Free Updates

QuestionsTube offers Salesforce ADX261 practice questions in two formats: PDF and Exam Engine. The PDF format allows you to study the questions on any device, while the Exam Engine format simulates the real exam experience. Both the two formats can be downloaded directly without waiting. Additionally, we offer free updates for different periods, including 3-month, 6-month, and 1-year intervals. This ensures that you have access to the most up-to-date content, and you can prepare for the ADX261 exam with confidence.

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We are confident in the quality of our ADX261 practice exam questions and offer a money-back guarantee. If you fail the exam with the ADX261 exam questions, we will refund your purchase price. This policy ensures that you can purchase our product with confidence, knowing that you are not taking any financial risk.

In conclusion, the Salesforce ADX261 study materials of QuestionsTube are an excellent resource for anyone preparing for the Administer and Maintain Service Cloud exam. By using the ADX261 exam questions, you can prepare for the exam with confidence and increase your chances of passing the ADX261 exam on the first try.

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