Salesforce Administer and Maintain Service Cloud : ADX261 valid dumps

ADX261 real exams

Exam Code: ADX261

Exam Name: Administer and Maintain Service Cloud

Updated: Nov 13, 2024

Q & A: 179 Questions and Answers

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Salesforce ADX261 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Intake and Interaction Channels: It discusses recommending the suitable approach to intake channels and their design. The topic also discusses the use cases and functionality for proposed interaction channels. Lastly, it delves into design considerations and best practices.
Topic 2
  • Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
Topic 3
  • Service Cloud Solution Design: It delves into assessing customer requirements to determine limitations, and design trade-offs for the service agent experience and interaction channels. The topic also discusses data security and compliance requirements.
Topic 4
  • Industry Knowledge: It explains the factors that influence KPIs and key Contact Center metrics. Moreover, it discusses risks, benefits, and business challenges. Lastly, it focuses on industry standards and general capabilities.
Topic 5
  • Integrations: Explains use cases and considerations for core Service Cloud integrations.
Topic 6
  • Implementation Strategies: This topic deals with participating in a successful consulting engagement, recommending suitable deployment and training strategies, and explaining considerations and implications for data migration, data governance, data quality, and large data volumes.

Reference: https://trailhead.salesforce.com/en/academy/classes/adx261-administer-and-maintain-service-cloud

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