[2024] Pass Salesforce ADM-261 Exam in First Attempt Easily
The Most Efficient ADM-261 Pdf Dumps For Assured Success
Salesforce ADM-261 exam, also known as the Service Cloud Administration exam, is an industry-recognized certification that validates the skills and knowledge of professionals in managing and administering Service Cloud applications. ADM-261 exam is designed for individuals who are responsible for configuring and managing a Service Cloud environment, including case management, contact center operations, and service console customization. It is an advanced-level certification that requires candidates to have a deep understanding of Salesforce Service Cloud features, functionality, and best practices.
Achieving the Salesforce ADM-261 certification demonstrates to potential employers that an individual has the expertise and skills needed to effectively manage Service Cloud solutions. It can help professionals advance their careers and increase their earning potential. By passing ADM-261 exam, individuals can showcase their knowledge and ability to deliver excellent customer service experiences using Salesforce Service Cloud.
NEW QUESTION # 57
Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- B. Create abucket field on a report to calculate the percentage of escalated cases
- C. Create a case report with a custom summary formula to calculate the percentage of escalated cases
- D. Create a formula field on the case record to calculate percentage of escalated cases
Answer: C
NEW QUESTION # 58
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers
- A. Macros
- B. Omni-Channel
- C. Publisher Actions
- D. Chatter
- E. Quick Text
Answer: A,C,E
NEW QUESTION # 59
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?
- A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: A
NEW QUESTION # 60
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Number of knowledge articles in each data category.
- B. Knowledge articles with the lowest rating.
- C. Knowledge articles created by call center agents.
- D. Knowledge search query with no results.
Answer: B,D
NEW QUESTION # 61
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
- C. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- D. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- E. It does NOT require a software install for each call center user on a Windows-based PC.
Answer: A,C,D
NEW QUESTION # 62
The contact center at universalcontainers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Knowledge base
- B. Customer community
- C. Service cloud console
- D. Automatic call distribution
Answer: A,B
NEW QUESTION # 63
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Caseassignment rules
- B. Case queues
- C. Case dashboards
- D. Case custom reports
Answer: A,B
NEW QUESTION # 64
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use case teams to close
- B. Use escalation rules
- C. Use entitlements to define a process and milestones
Answer: C
NEW QUESTION # 65
For which purpose should a contact center use visual workflow?
- A. To automatically assign cases to a specific queue based on the customer support level.
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To escalate a case to the support manager if it has been open for more than 72 hours.
- D. To automate business processes for agents who troubleshoot customer support issues via phone.
Answer: D
NEW QUESTION # 66
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A. Assign Users to Omni Channel permissions
- B. Assign Users to the Omni Channel Feature License
- C. Contact Salesforce to have Omni Channel enabled
- D. Enable Omni Channel by clicking Settings in Setup
Answer: D
NEW QUESTION # 67
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Grant managers the Manage Data Categories permission.
- B. Create at least two different approval processes.
- C. Create at least two different data categories.
- D. Grant managers the Manage Salesforce Knowledge permission.
- E. Create at least two different article types.
Answer: B,D,E
NEW QUESTION # 68
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
- A. Create HTML files referencing image to be uploaded
- B. Create a single CSV file, including all article types
- C. Load all articles with the Apex data loader tool
- D. Create multiple CSV files, one for each article type
- E. Match each new article to an existing article type
Answer: A,D,E
NEW QUESTION # 69
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Create a workflow rule to update the article status to Published on the article start date.
- B. Create a task related to the article with a reminder set for the article start date.
- C. Set the article publish date to automatically display the article on the start datE.
- D. Send an email reminder to update the article status to Published on the start date.
Answer: C
NEW QUESTION # 70
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Field Service Lightning
- B. An AppExchange Solution
- C. Customer Community
- D. Lightning Service Console
Answer: A
NEW QUESTION # 71
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is escalated this user is listed in the case history
- B. When an emailnotification is triggered via workflow this user is listed in the case history
- C. When a case iscreated via Email-To-Case this user is assigned as the case owner
- D. When a case is created via Web-To-Case this user is listed in the case history
- E. When a case is automatically assigned using assignment rules this user is listed in the case history
Answer: A,D,E
NEW QUESTION # 72
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. An enterprise resource planning system
- B. A workforce management system
- C. A knowledge management system
- D. A third -party mobile application platform
Answer: A
NEW QUESTION # 73
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Insert a reference Thread ID in the email subject template
- B. Convert to an On-Demand Email-to-Case setup
- C. Assign a user to manually manage incoming email
- D. Use Omni-Channel to automatically route inbound email
Answer: A
NEW QUESTION # 74
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Persona tor Twitter and Facebook.
- B. Social Customer Service for Twitter and Facebook.
- C. Einstein Bot social queues.
- D. Social Media Marketing message tagging.
Answer: A
NEW QUESTION # 75
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Articles CANNOT be published until they are reviewed and validated by a qualified author
- B. Article permission sets allow agents to participate in the article publishing process
- C. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- D. Approval process CANNOTallow publishing of articles that have specific validation statuses
Answer: B
NEW QUESTION # 76
Whensupport agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A. Remove these fields from the page layout and add the fields to the highlights panel
- B. Add the fields to the page layout and add the fields to the highlights panel.
- C. Remove these fields from the page layout and add the components to the highlights panel.
- D. Add these fields to the page layout and add the components to the highlights panel
Answer: B
NEW QUESTION # 77
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Salesforce ADM-261 exam covers a wide range of topics, including Service Cloud configuration and customization, managing cases and solutions, knowledge management, and contact center management. ADM-261 exam is designed to test the candidate's understanding of the Service Cloud platform and their ability to apply that knowledge to real-world scenarios. Passing ADM-261 exam demonstrates that the candidate has the skills and knowledge needed to effectively manage Service Cloud solutions.
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