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Actual ADX261 Administer and Maintain Service Cloud Questions 2025

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q168-Q173):

NEW QUESTION # 168
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A. CTI Adapter configuration
B. Service Console case creation configuration
C. Lightning Console enablement
D. Call Center Definition File creation

Answer: A,D

NEW QUESTION # 169
Support managers have requested the ability to provide real-time feedback to agents during customer chat sessions.
Which feature should a consultant configure to meet this requirement?

A. Flow Orchestrator
B. Chatter
C. Omni-Channel Supervisor

Answer: C

Explanation:
Omni-Channel Supervisor is a feature designed to provide real-time visibility into agents' work and chat sessions. It allows support managers to monitor live chat sessions and offer immediate feedback or assistance to agents, enhancing the quality of customer service and agent performance.

NEW QUESTION # 170
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

A. On-Domand Emali-to-Case
B. Apex Email Service
C. Standard Email-to-case
D. Web-to-Case forms

Answer: A,C

NEW QUESTION # 171
Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.
Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.
What should a consultant recommend to meet the requirements?

A. Use custom labels to manage quick text translations.
B. Share a folder with quick text for each translation.
C. Share each quick text individually to Public Groups.

Answer: B

Explanation:
Sharing a folder containing quick text translations for each language with the appropriate groups of service agents ensures that agents have access to common responses in the necessary languages. This approach facilitates efficient communication with customers worldwide and streamlines the management of translated quick texts.

NEW QUESTION # 172
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Upload the files as Documents, then relate them to the migrated Articles.
B. Post the Files to the Chatter Feed on each Article.
C. Use the Files Related List on each article to add files to your articles.
D. Use the Lightning Knowledge Migration Tool and choose 'include files'.

Answer: A

NEW QUESTION # 173
......

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