ADM-261 Dumps PDF - ADM-261 Real Exam Questions Answers
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The Salesforce ADM-261 exam covers a wide range of topics related to Service Cloud administration, including case management, knowledge management, contact, account, and opportunity management, service console, and integration with other Salesforce products. It tests the candidate's ability to design, configure, and manage Service Cloud solutions that meet the business requirements of their organization.
Salesforce ADM-261 (Service Cloud Administration) Exam is a certification exam that is designed to test the skills and knowledge of Salesforce professionals who are responsible for managing the Service Cloud. ADM-261 exam is intended to validate the skills required to configure and manage the Service Cloud, including implementing and configuring the features and functions of the Service Cloud, setting up and managing case management, and creating and managing communities.
The ADM-261 exam covers a wide range of topics, including Service Cloud functionality, designing and implementing Service Cloud solutions, managing data and security, and troubleshooting and maintaining Service Cloud. ADM-261 exam is a multiple-choice format and comprises 60 questions that you need to complete in 105 minutes. The passing score for the exam is 65%, and it is available in six languages: English, Spanish, French, German, Japanese, and Portuguese.
NEW QUESTION # 190
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. Publisher Actions
- B. Quick Text
- C. Macros
- D. Chatter
- E. Omni-Channel
Answer: A,B,C
NEW QUESTION # 191
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to pass data to legacy systems.
- B. Only one version of a flow can be activated at a time.
- C. Apex code must be used to update fields in the database.
- D. Elements can be used to update fields in the database.
- E. Apex code must be used to pass data to legacy systems.
Answer: A,B,C
NEW QUESTION # 192
A support agent has a detailed question about productfunctionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Mass Email
- B. Escalation Rules
- C. Chatter Groups
- D. Public Groups
Answer: C
NEW QUESTION # 193
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using Communities by month.
- B. Number of cases closed by self-service users.
- C. Number of Knowledge articles created each month.
- D. Average call handle time by team.
Answer: A,B
NEW QUESTION # 194
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
- A. Quick Actions must be enabled in the org.
- B. The specific Quick Action must be added to the Case record page.
- C. Global Actions need to be on the publisher layout.
- D. The specific Quick Action must be added to the CaseFeed.
Answer: B,D
NEW QUESTION # 195
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. Match each new article to an existing article type
- B. Create multiple CSV files, one for each article type
- C. Load all articles with the Apex data loader tool
- D. Create a single CSV file, including all article types
- E. Create HTML files referencing image to be uploaded
Answer: A,B,E
NEW QUESTION # 196
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. High Volume Customer Portal
- B. Customer Community Plus
- C. Lightning External Apps Starter
- D. Customer Community
Answer: D
NEW QUESTION # 197
Which method can be used to route cases from social channels?
- A. use Twitter-to-case and add workflow rules to the case object.
- B. Enable Social Network Profile and add workflow rules to the contact object.
- C. Enable Social Network Profile and add assignment rules to the case object.
- D. Enable Social Customer Service and addassignment rules to the case object.
Answer: D
NEW QUESTION # 198
Universal Containers is implementing a CTI solution for its inbound service and support contact center.
Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Abandon rate
- B. First call resolution
- C. Average days to close
- D. Average handle time
Answer: A,B
NEW QUESTION # 199
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge.
Which two steps must be taken to ensure theVisualforce page continues to work after migrating to Lightning Knowledge?
Choose 2 answers
- A. Configure the Visualforce page to use the Lightning Design System.
- B. Rename the Visualforce pageto "Lightning Knowledge"
- C. Remove Apex code references to the Article RecordType field.
- D. Remove Apex code references to the ArticleType field.
Answer: A,B
NEW QUESTION # 200
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Improve the training provided to existing agents
- B. Hire more agents for the contact centers
- C. Track social sentiment across social media outlets
- D. Configure entitlements and milestones to enforce SLAs
Answer: A,B
NEW QUESTION # 201
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Marketing
- B. Enterprise Resource Planning (ERP)
- C. Order Fulfillment
- D. Telephony
Answer: C
NEW QUESTION # 202
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Salesforce Knowledgebase
- B. Chatter Groups
- C. Field Service Lightning
- D. Service Cloud SOS
Answer: C,D
NEW QUESTION # 203
Universal Containers' customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. New cases opened by account channel
- B. Time spent by account year-to-date
- C. High priority cases opened by account month-to-date
- D. Escalated cases by account month-to-date
Answer: C,D
NEW QUESTION # 204
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Interactive voice response
- B. Private branch exchange
- C. Skills -based routing
- D. Workforce management
Answer: C
NEW QUESTION # 205
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Average Handle Time
- B. Service-Level Agreements
- C. First Call Resolution
- D. Time to Answer
Answer: A,C
NEW QUESTION # 206
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure CustomerCommunity users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- B. A sharing rule to ensure record access is granted based on criteria of the case.
- C. An organization-wide default of Public Read/Write on the Case object.
- D. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
Answer: B
NEW QUESTION # 207
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