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The Salesforce ADX261 Certification Exam covers a wide range of topics related to Service Cloud, including designing and configuring Service Cloud, managing cases and solutions, implementing entitlements and milestones, and integrating with other Salesforce products. This exam is designed to test the candidate's knowledge and skills in administering and maintaining Service Cloud, as well as their ability to troubleshoot and resolve issues related to Service Cloud. Upon passing the exam, candidates will receive the Salesforce Certified Administrator credential, which is recognized globally as a mark of excellence in Salesforce Administration.

The exam consists of 60 multiple-choice questions and is timed at 105 minutes. To pass the ADX261 exam, candidates must achieve a minimum score of 68%. The exam can be taken online or in-person at a testing center. Salesforce recommends that candidates have at least 6 months of experience working with the Service Cloud platform before taking the ADX261 exam.

The ADX261 exam covers a wide range of topics, including Service Cloud setup, data management, case management, and analytics. The exam also includes questions on collaboration and automation in Service Cloud, as well as integration with other Salesforce products. The exam is intended for administrators who have experience with Service Cloud and are familiar with its key features and capabilities.

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q136-Q141):

NEW QUESTION # 136
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Number of cases closed by self-service users.
B. Number of Knowledge articles created each month.
C. Number of cases created using Communities by month.
D. Average call handle time by team.

Answer: A,C

NEW QUESTION # 137
Milestones can be added to which three object types?
Choose 3 Answers

A. Account
B. Service
C. Case
D. Entitlement
E. Work order

Answer: C,E

NEW QUESTION # 138
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Most Linked Articles
B. Top Articles sorted descending
C. Most Revised Articles
D. Search Activity Gaps

Answer: A

NEW QUESTION # 139
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

A. Appexchange solution
B. Social Conversation component
C. Custom lightning component
D. Omni channel

Answer: B

NEW QUESTION # 140
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. The VP of service
B. Let the dashboard viewers choose
C. The dashboard viewer
D. The user creating the dashboard

Answer: C

NEW QUESTION # 141
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