Practice ADM-261 Questions With Certification guide Q&A from Training Expert itPass4sure
Free Salesforce ADM-261 Test Practice Test Questions Exam Dumps
Salesforce ADM-261, also known as the Service Cloud Administration Exam, is a certification exam designed for professionals who are responsible for managing the Service Cloud environment in Salesforce. ADM-261 exam is designed to test the candidate's knowledge and skills related to the administration of the Service Cloud platform, including its features, functionalities, and best practices.
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a highly respected certification in the Salesforce community. It is designed for individuals who possess a deep understanding of the Service Cloud platform and are responsible for configuring, managing, and optimizing various service processes in their organizations. The ADM-261 exam aims to test the knowledge and skills of professionals in the areas of Service Cloud administration, data management, and analytics.
NEW QUESTION # 200
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Classic Knowledge
- B. Salesforce Files
- C. Lightning Knowledge
- D. Salesforce Content
Answer: A
NEW QUESTION # 201
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
- A. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- B. Create case page layouts for each interactionchannel and assign them to different agent profiles.
- C. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
- D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
Answer: D
NEW QUESTION # 202
A team of publishers has created and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the qualityof the articles? Choose 2 answers
- A. Report on the articles attached to cases
- B. Report on the articles followed in Chatter
- C. Report on agent feedback on articles
- D. Report on agent ratings on articles
Answer: A,D
NEW QUESTION # 203
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- B. Createan FAQ article type and configure the enable suggested articles option in support settings.
- C. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Answer: A
NEW QUESTION # 204
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. Field Service Lightning
- B. Salesforce Knowledge
- C. SOS Video Chat
- D. Customer Community
Answer: C
NEW QUESTION # 205
The support manager at universal containers has noticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case Lifecyle report type
- B. Create a report using the Case age report type
- C. Create a report using the Case historical trending report type
- D. Create a report using the Case snapshot report type
Answer: A
NEW QUESTION # 206
Which solution can be used to improve call deflection?
- A. Web chat
- B. Knowledge base
- C. Case routing
- D. Assignment rules
- E. Community forum
Answer: A
NEW QUESTION # 207
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. Enable Omni-Channel Routing.
- B. Configure Case Escalation Rules.
- C. Define Entitlement andMilestones.
- D. Use Process Builder with Scheduled Actions
Answer: C
NEW QUESTION # 208
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Contact Salesforce to send a report on article efficacy.
- B. Send out a monthly survey to customers requesting feedback.
- C. Install Knowledge Base Dashboards and Reports AppExchange package.
- D. Create a group of super users that will evaluate and manage articles.
Answer: C
NEW QUESTION # 209
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
- A. Dynamic list updates
- B. Case hover
- C. Keyboard Shortcuts
- D. Quick Text
- E. Multi -monitor support
Answer: A,C,E
NEW QUESTION # 210
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Knowledge articles can be created from Answers
- B. Escalate a question to a case
- C. External users can subscribe to Answers
- D. Select best answers for questions.
- E. Answers can be exposed to partner portal users
Answer: A,B,D
NEW QUESTION # 211
Using Import Wizard, how many Asset records can you import at a time?
- A. 100,000
- B. 0
- C. You cannot import Assets via Import Wizard
- D. 50,000
- E. 1
Answer: C
NEW QUESTION # 212
What are two benefits of deploying Knowledge in Customer Communities?
- A. Eliminates tracking of customer entitlements
- B. Replaces the need for an email channel
- C. Uncovers gap in the knowledge base
- D. Reducesincoming call volume
Answer: B,D
NEW QUESTION # 213
A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlements related list to contact records
- B. Add the assets related list to contact records
- C. Add the entitlement contacts related list to account records
- D. Add the service contract related list to contact records
Answer: A
NEW QUESTION # 214
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use the data loader to import unstructured articles
- B. Create a separate .csv for each article type
- C. Use change sets to import data categories
- D. Map articles with HTML sections to rich text area fields
Answer: A,D
NEW QUESTION # 215
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a sharing rule for each division to provide access using the role hierarchy.
- B. Create a sharing rule for each division to provideaccess based on criteria of the article.
- C. Create separate data category groups for each division and assign the category to a division profile.
- D. Create a single data category group for each division and provide access using the role hierarchy.
Answer: D
NEW QUESTION # 216
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Implement Quick Text
- B. Implement Email-To-Case
- C. Enable the support setting for default email templates
- D. Enable the Support Process for default email templates
- E. Implement Macros
Answer: A,C,E
NEW QUESTION # 217
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. Telephony
- B. Enterprise Resource Planning (ERP)
- C. Marketing
- D. Order Fulfillment
Answer: D
NEW QUESTION # 218
......
The ADM-261 certification exam is a computer-based test that consists of 60 multiple-choice questions. ADM-261 exam is timed and must be completed within 105 minutes. The passing score for the ADM-261 certification exam is 65%. Individuals who pass the exam will receive a Salesforce Certified Service Cloud Administrator certification, which is a valuable credential in the Salesforce community.
Prepare Top Salesforce ADM-261 Exam Audio Study Guide Practice Questions Edition: https://www.itpass4sure.com/ADM-261-practice-exam.html
Dumps Practice Exam Questions Study Guide for the ADM-261 Exam: https://drive.google.com/open?id=1SEYtpH4s3-tUSmHYQQfCBJdea4qH-WCr
