Updated Jan 04, 2026 Verified ADX261 dumps Q&As - 100% Pass
New 2026 Latest Questions ADX261 Dumps - Use Updated Salesforce Exam
The Administer and Maintain Service Cloud certification is ideal for professionals who are responsible for administering and maintaining the Service Cloud. It is also relevant for professionals who are looking to enhance their career in the Salesforce ecosystem. Administer and Maintain Service Cloud certification demonstrates that the candidate has the skills and knowledge required to effectively manage the Service Cloud and provides a competitive edge in the job market.
NEW QUESTION # 55
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
- A. Case Resolution Time
- B. All Cases by Customer
- C. All Open Cases by Priority
Answer: A
NEW QUESTION # 56
Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly.
Which step should a consultant recommend completing before beginning the build phase?
- A. Enablement
- B. Design
- C. Test
Answer: B
Explanation:
Before beginning the build phase, especially in a dynamic environment with multiple projects and limited resources, it's crucial to complete the Design step. This involves defining the architecture, user experience, and functional requirements, ensuring that the development team has a clear blueprint to follow, which can adapt to changes and prioritize urgent work efficiently.
NEW QUESTION # 57
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. End the messaging session with the customer.
- B. Leave the messaging session with the customer open.
- C. Mark the messaging session as customer Inactive.
Answer: A
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 # 58
Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.
What should a consultant recommend to meet the requirements?
- A. Actions & Recommendations component.
- B. Hitory Utility in the Utility bar.
- C. Screen flow launched from a global action.
- D. Recent Items set to Account object.
Answer: D
NEW QUESTION # 59
Cloud Kicks is migrating its knowledge base from Classis Knowledge into Lightning Knowledge. After the migration, an integration process that manages the articles' lifesycles by archieving deleting articles of a certain designation now fails.
What are two reasons the integration is fading?
Choose 2 answers
- A. The Amde Type field is no longer accessible via SOQi or the API.
- B. Only Published articles are available in the API.
- C. URL formats for articles drffer between Classic and Lightning Knowledge.
- D. After the migration, an integration process that manages the articles' lifecyde by archiving and
- E. Users must have Modify AM permission to delete archived articles.
Answer: B,C
NEW QUESTION # 60
The Universal Containers product development team uses Service Cloud. UC has recently added its billing support team to its existing Service Cloud implementation. Upon reviewing the billing and product team's case lifecycles, the following statuses were documented:
* Billing support team: New, Under Review, In Progress, Blocked, Closed
* Product development team: New, Under Review, In Progress, Closed
How should a consultant configure Service Cloud to provide each team with the correct case lifecycle?
- A. Use Support Processes for each team's lifecycle.
- B. Use dynamic forms to hide unnecessary options for each team's lifecycle.
- C. Create a Path widget to visualize each team's lifecycle.
Answer: A
NEW QUESTION # 61
Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency.
A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses.
What should a consultant recommend as a solution?
- A. Configure Lightning Knowledge component to auto attach article PDF.
- B. Set up quick text options in the utility bar to add article links.
- C. Configure Lightning Knowledge component and related list actions.
Answer: C
NEW QUESTION # 62
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?
- A. Swarming
- B. Case escalation
- C. Omni-Channel routing
Answer: A
Explanation:
For addressing complex issues requiring immediate attention and collaboration across multiple teams, recommending the swarming approach, particularly facilitated through Slack for Service, is advised. Swarming enables cross-functional teams to come together quickly to solve issues, leveraging collective expertise and improving resolution times for complex cases.
NEW QUESTION # 63
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Quality monitoring score
- B. Agent utilization
- C. Number of calls offered
- D. Schedule adherence
Answer: B,D
Explanation:
Agent utilization is the percentage of time that agents are occupied with handling customer interactions or after-call work. It is a measure of how efficiently agents are using their time. Schedule adherence is the degree to which agents stick to their planned work schedules. It is a measure of how well agents follow their assigned shifts, breaks, and lunches. Both metrics can be used to assess the success of a new workforce management system, as they indicate how well the system is optimizing agent productivity and availability. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Workforce Engagement
NEW QUESTION # 64
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. 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. Cross-Object Formula
- B. Auto-Add Milestones
- C. Approval Process
- D. Lookup Filter
Answer: D
Explanation:
A Lookup Filter is the recommended method to meet the requirement of preventing service agents from selecting entitlements that are not associated with the account assigned on the case. A Lookup Filter is a type of filter that restricts the values and records that are available in a lookup field based on criteria and conditions. A Lookup Filter can be used to limit the entitlements that are available in the Entitlement Name lookup field on the case page layout based on the Account Name field value. This way, service agents can only select entitlements that belong to the same account as the case. Verified Reference: Service Cloud Consultant Certification Guide & Tips, Define Lookup Filters
NEW QUESTION # 65
A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?
- A. Create Synonym Groups.
- B. Enable Suggested Articles.
- C. Add Data Category Groups.
- D. Create Article Translation.
Answer: B
NEW QUESTION # 66
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.
- A. Define criteria-based record page components
- B. Configure Macros
- C. Enable keyboard shortcuts
- D. Create multiple console layouts
Answer: A
Explanation:
Defining criteria-based record page components is a solution that can address the issue of the Lightning Service Console being too crowded for service representatives. Criteria-based record page components allow administrators to customize which components are displayed on a record page based on certain conditions, such as record type, field value, or user profile. This can help declutter the console and show only relevant components for each case. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.console2_components_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.console2_components_criteria_based.htm&type=5
NEW QUESTION # 67
What should a consultant recommend service agents use?
- A. History tab on the Actions & Recommendations comporent.
- B. Einstein Next Best Action Strategy Guilder.
- C. Paused now interviews Lightning Component.
- D. Recommendation Strategy Metrics related list.
Answer: B
Explanation:
Einstein Next Best Action Strategy Builder is a tool that allows service agents to create and manage recommendation strategies for different scenarios. A recommendation strategy is a set of rules and logic that determines which actions or offers are most relevant for a given situation. By using Einstein Next Best Action Strategy Builder, service agents can provide personalized and consistent guidance to customers across different channels and devices.
NEW QUESTION # 68
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. A knowledge article life cycle that evolves based on usage and demand
- B. Reduced issue resolution time
- C. Reduced first contact resolution
- D. A knowledge article life cycle that is implemented correctly the first time and does not need to change
Answer: B,C
NEW QUESTION # 69
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?
- A. Inform users that the only way to create articles is from the Knowledge component.
- B. Add the Manage Salesforce Knowledge permission to the user's profile.
- C. Enable Read/Write/Create permissions for Knowledge articles.
Answer: B
NEW QUESTION # 70
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case snapshot report type
- B. Create a report using the Case historical trending report type
- C. Create a report using the Case Lifecyle report type
- D. Create a report using the Case age report type
Answer: A
Explanation:
A case snapshot report is a report that shows the values of selected fields at different points in time during the case life cycle. You can use this report to see how long a case spent in each status and what changes were made to the case over time. This report can help the support manager to research the situation and identify the causes of the increase in average case age. Verified Reference: Create Case Snapshot Reports
NEW QUESTION # 71
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?
- A. Enable and configure Omni-Channel routing.
- B. Define entitlements and milestones.
- C. Implement Lightning flow with time-based actions.
Answer: B
Explanation:
To manage a case handling process that requires each case to go through a series of time-bound steps, defining entitlements and milestones is the recommended solution. This setup allows for the specification of service levels, tracking progress against defined milestones, and ensuring cases progress in a timely manner from submission to closure.
NEW QUESTION # 72
A consultant has been hired to integrate a client's phone system with the Service Console.
What is the consultant required to do during this integration?
- A. Enable the Lightning Console.
- B. Add the utility bar to the app.
- C. Configure the CTI Adapter.
Answer: C
Explanation:
During the integration of a client's phone system with the Service Console, configuring the Computer Telephony Integration (CTI) Adapter is a critical step. This involves setting up the interface between the phone system and Salesforce, enabling features like click-to-dial, call logging, and screen pops within the Service Console for improved agent efficiency.
NEW QUESTION # 73
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?
- A. Use auto-response rules to send an email to the customer.
- B. Use Escalation Rules to assign the case to a case queue.
- C. Use Flow Builder to send an email to the customer.
Answer: C
Explanation:
To survey customers for satisfaction after case closure, utilizing Flow Builder to automate the sending of survey emails is recommended. This solution allows for the creation of a customized workflow that triggers an email survey to the customer once a case is marked as closed, ensuring timely feedback collection and aiding in the continuous improvement of customer satisfaction.
NEW QUESTION # 74
Universal Containers (UC) is planning to launch a new product in the next two weeks. Executive leadership wants customer support to monitor social media platforms to intake cases.
Which solution should a consultant recommend to meet the requirement?
- A. Implement an Apex solution.
- B. Use custom case assignment rules.
- C. Use a third-party app from AppExchange.
Answer: C
NEW QUESTION # 75
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