Latest [Oct 20, 2024] ADM-261 Exam Dumps - Valid and Updated Dumps
Free Sales Ending Soon - 100% Valid ADM-261 Exam Dumps with 359 Questions
Salesforce ADM-261 (Service Cloud Administration) certification exam is designed to test the skills and knowledge of professionals in the administration of Salesforce Service Cloud. ADM-261 exam is intended for those who have experience with Salesforce and have a good understanding of the fundamentals of the platform. ADM-261 exam assesses the candidate's ability to configure and manage Service Cloud applications, as well as their knowledge of best practices for support and case management.
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed to test the knowledge and skills of professionals who are involved in administering the Salesforce Service Cloud. Service Cloud Administration certification exam is an excellent opportunity for administrators to demonstrate their expertise in configuring and managing the Service Cloud platform to enhance customer service and support.
NEW QUESTION # 214
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributingto a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Prioritize customer calls based on their SLA
- B. Cross-train agents on both product lines
- C. Implement a customer self-service portal
- D. Enable agents to transfer calls to other agents
Answer: B,C
NEW QUESTION # 215
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom report
- B. Create a custom Visualforce page
- C. Create a custom view on the Case tab
- D. Create a custom related list on the case
Answer: D
NEW QUESTION # 216
Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Push Notifications
- B. Next Best Actions
- C. Omni-channel Supervisor
- D. Case Feed
Answer: C
NEW QUESTION # 217
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, andreal-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Mass email
- B. Salesforce Chat
- C. Public groups
- D. Communities
Answer: B,D
NEW QUESTION # 218
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
- B. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- C. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
Answer: A
NEW QUESTION # 219
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Salesforce Content
- B. Lightning Knowledge
- C. Classic Knowledge
- D. Salesforce Files
Answer: C
NEW QUESTION # 220
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. An AppExchange package
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION # 221
A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case snapshot report type.
- B. Create a report using the case age report type.
- C. Create a report using the case lifecycle report type.
- D. Create a report using the case historical trending reporttype.
Answer: C
NEW QUESTION # 222
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.
- A. On-demand email to case
- B. On-demand email to case with sites
- C. Email to care with Site
- D. Email to case with web to case
Answer: D
NEW QUESTION # 223
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On the left sidebar of Salesforce Classic
- C. On the footer of the Lightning Console
- D. On anew tab in the agent's browser
Answer: B,C
NEW QUESTION # 224
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product data category value
- B. Assign team-based roles to the associated product data category value
- C. Assign team-based profiles to the associated product article types
- D. Assign team-based roles to the associated product article types
Answer: B
NEW QUESTION # 225
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
- A. Customer satisfaction survey
- B. Average handle time
- C. First call resolution
- D. Service level agreement
Answer: A,C
NEW QUESTION # 226
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?
- A. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
Answer: A
NEW QUESTION # 227
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. SalesforceKnowledge
- B. Open CTI
- C. Salesforce for Twitter
- D. Live Agent
Answer: A
NEW QUESTION # 228
How should a consultant provide suggested article functionality to lightning service console users?
- A. Create email templates with knowledge articles attached.
- B. Add the knowledge component to the service console.
- C. Add the suggested article widget to the case page layout.
- D. Add the knowledge tab to the console app.
Answer: B
NEW QUESTION # 229
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Mass Transfer Records,change sets, and Visual Studio Code
- C. Visual Workflow, data loader, and Force.com IDE
- D. Visual Studio Code and change sets
Answer: D
NEW QUESTION # 230
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Salesforce ADM-261 (Service Cloud Administration) Exam is a certification exam that tests an individual's knowledge and understanding of the Salesforce Service Cloud platform. ADM-261 exam is designed for professionals who are responsible for configuring and managing the Service Cloud platform within their organization. ADM-261 exam covers a wide range of topics, including case management, knowledge management, service console customization, and integration with other Salesforce products.
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