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Salesforce Certified Service Cloud Consultant ADX261

Product Description

Exam Code:ADX261

Exam Name:Administer and Maintain Service Cloud Exam

Q&A:277 Q&As

Updated: 04-28-2024

Number:

Prepare effectively for the ExamGood ADX261: Administer and Maintain Service Cloud Exam with our comprehensive study materials. Develop the expertise needed to excel in Service Cloud administration and achieve certification success.

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ExamGood ADX261 Exam Features

Administer and Maintain Service Cloud (ADX261)

Discover how to scale your organizational support needs and streamline business processes across your service teams with Service Cloud. In this 2-day instructor-led class, learn how to configure the Lightning Service Console application, implement support case management, enable Salesforce Lightning Knowledge, customize a self-service Experience Cloud site, generate service reports that measure support agent performance, and more. Create exceptional customer service experiences that drive customer satisfaction scores, optimize support agent productivity, and improve operational efficiency.

ADX261 Overview

Who should take this course?

The Salesforce Training class ADX261 is aimed at Administrators responsible for Service Cloud configuration, management, and maintenance. It requires a Salesforce Administrator credential or equivalent knowledge, understanding of basic Salesforce features, and at least six months of Salesforce experience. It's also beneficial for those seeking the Service Cloud Consultant credential.

When you complete this course, you will be able to:

Salesforce Training for Service Cloud includes customizing the Lightning Service Console, implementing case management and automation, enabling Salesforce Lightning Knowledge, configuring a Customer Help Center, building reports and dashboards, managing service-level agreements, understanding Softphone Utility, explaining Open CTI and Service Cloud Voice, and administering Flow for Service solutions.

ADX261 Lessons and Topics

Introduction to Lightning Service Console

Discover Lightning Service Console

Explore Service Console Components Used for Lightning Page Customization

Create a Functional Service App Using Service Setup and Setup Assistant

Support Case Management

Implement Business Processes to Streamline Support Case Management Workflows for Service Teams

Identify Needs and Considerations for Different Support Case Types

Customize Fields, Page Layouts, and Record Types for Support Cases

Define Case Status Picklist Values

Create Support Case Queues, Assignment Rules, and Escalation Rules

Set Up Case Entitlements and Milestones to Manage Customer Service-Level Agreements

Understand Support Agent Collaboration Options Between Service Cloud and Slack

Lightning Service Console

Build a Service Console Application

Customize Lightning Record Pages

Add Productivity Tools to the Console Utility Bar

Create Macros Using Macro Builder

Understand Softphone Utility Functionality

Explore Open CTI and Service Cloud Voice Telephony Options

Salesforce Lightning Knowledge

Enable Lightning Knowledge

Assign Appropriate Knowledge User Licenses

Customize Page Layouts and Record Types to Support Knowledge Article Management

Manage Sharing Permissions for Knowledge Tools and Processes

Create and Manage Knowledge Articles to Ensure Information Quality

Utilize Knowledge Articles to Manage and Close Cases More Efficiently

Salesforce Self-Service Sites

Outline Self-Service Site Fundamentals

Review Security Considerations for Site Access

Enable Digital Experiences to Create an Experience Cloud Site

Manage Site Administration Using Permission Sets

Customize the Help Center Layout and User Experience

Set Up Help Center Support and Self-Service Tools

Set Up a Channel Menu to Optimize Help Center Service

Understand the Role of Site Administrators and Content Publishers

Flow for Service

Examine Flow for Service Use Cases

Introduction to Flow for Service Cloud

Deploy Screen Flows to Users

Create a Simple Flow for Community Users

Service Cloud Reporting

Discover Service Cloud Reports and Dashboards

Create Service Reports Using Report Builder

Measure Support Agent Performance with Call Center Metrics and Key Performance Indicators

Explore Available Salesforce AppExchange Report Packages

Measure Experience Site Success

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ExamGood Administer and Maintain Service Cloud (ADX261) Exam Questions Overview:

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