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2025 Salesforce ADX261–Trustable Certification Exam Cost

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q148-Q153):

NEW QUESTION # 148
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

A. Total Open Cases
B. Reduced Call Volume
C. Average Handle Time

Answer: C

Explanation:
To measure the effectiveness of two-way mobile messaging, the Average Handle Time (AHT) metric is suitable. AHT assesses the efficiency of conversations and problem resolution through messaging, providing insights into how this channel impacts support team performance and customer satisfaction, helping to evaluate the success of the implementation.

NEW QUESTION # 149
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?

A. All users have permission to create macros.
B. The Lightning page contains the Run Macros action.
C. Publisher actions are on the page layout.

Answer: B

NEW QUESTION # 150
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers

A. The Customer is shown the new Representative's Name
B. The Customer does not know they were transferred.
C. Both Service Reps can chat with the Customer.
D. The Chat Transcript and Case are transferred.

Answer: A,D

Explanation:
The Chat Transcript and Case are transferred and The Customer is shown the new Representative's Name are two things that will happen when a Service Representative transfers a Live Agent Chat to another Representative. These are the expected behaviors of the Chat Transfer feature, which allows agents to transfer chat sessions to other agents or queues when they need assistance or escalation. When an agent transfers a chat session, the following things will happen:
The Chat Transcript and Case are transferred to the new agent or queue. The chat transcript is a record that captures the entire conversation between the customer and the agent during a chat session. The chat transcript can be related to a case or other records in Salesforce. When a chat session is transferred, the chat transcript and any related records are moved to the new agent or queue, so they can access the chat history and context.
The Customer is shown the new Representative's Name on their chat window. This is a way of informing the customer that their chat session has been transferred and who they are chatting with now. The customer will also see a message that says "You have been transferred" on their chat window.
Verified Reference: [Service Cloud Consultant Certification Guide & Tips], Transfer Chats to Other Agents or Queues

NEW QUESTION # 151
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times. The service center uses Omni-Channel to manage work items. However, many recently created, high-priority cases exceed the service deadline.
Which setting should a consultant configure to meet the requirements?

A. Skills-Based Routing
B. Capacity Model
C. Secondary Routing Priority

Answer: C

NEW QUESTION # 152
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A. Configure Case Escalation Rules.
B. Use Process Builder with Scheduled Actions
C. Enable Omni-Channel Routing.
D. Define Entitlement and Milestones.

Answer: D

NEW QUESTION # 153
......

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