Free ADM-261 Exam Files Downloaded Instantly 100% Dumps & Practice Exam
Free Exam Updates ADM-261 dumps with test Engine Practice
Salesforce ADM-261: Service Cloud Administration is an important certification exam that focuses on the administration of Salesforce Service Cloud. Passing ADM-261 exam is a requirement for obtaining the Salesforce Certified Service Cloud Consultant certification, which is highly valued in the industry.
To prepare for the ADM-261 exam, candidates should have a solid understanding of the Salesforce platform and its various features. They should also have experience working with the Service Cloud platform and be familiar with its key concepts and functions. In addition, candidates should be familiar with the Salesforce certification process and understand the requirements for maintaining their certification status. Overall, passing the ADM-261 exam demonstrates an individual's ability to effectively manage and optimize the Service Cloud platform, which can be a valuable asset for any organization.
NEW QUESTION # 158
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers
- A. Social Customer Service
- B. Interactive Voice Response
- C. Live Agent
- D. Computer Telephone Integration
Answer: A,C
NEW QUESTION # 159
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Email-to-Case
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Salesforce for Outlook
Answer: A
NEW QUESTION # 160
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles approved for publication.
- B. Require agents to check a box on the case when submitting a new suggested article.
- C. Measure and reward agents based on the number of new articles submitted for approval.
- D. Create a dashboard that includes articles submitted by agents and approved for publication.
Answer: C,D
NEW QUESTION # 161
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities cantake up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Provide a macro that will automatically create the activities when executed.
- B. Assign a single agent to create the activities on all new onboarding cases.
- C. Hire a certified developer to write an apex trigger that creates each new activity.
- D. Addan object-specific custom quick action to create new activities.
Answer: A
NEW QUESTION # 162
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of closed cases
- B. Number of outbound calls per day
- C. Number of lead referrals
- D. Number of attempts to contact
Answer: B,D
NEW QUESTION # 163
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to update fields in the database.
- B. Only one version of a flow can be activated at a time.
- C. Elements can be used to update fields in the database.
- D. Elements can be used to pass data to legacy systems.
- E. Apex code must be used to pass data to legacy systems.
Answer: A,B,D
NEW QUESTION # 164
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
- A. Use Chatter case feed and case teams to monitor cases
- B. Use an escalation rule to move cases into the product manager queue
- C. Use anassignment rule to assign new cases to the product manager
- D. Use a workflow rule to send an email to the product manager
Answer: D
NEW QUESTION # 165
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Create a workflow rule to send an email to support managers when a case iscreated and assigned to a queue.
- B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- C. Use case auto-response rules to send an email to supportmanagers within one hour of case creation.
- D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
Answer: D
NEW QUESTION # 166
Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to specify unique service levels for each customer
- B. Ability to prompt callers for the service contract number within IVR menus
- C. Ability to enforce service levels with the time-dependent processes
- D. Ability to determine if a customer has escalated a case in the past
Answer: A,B
NEW QUESTION # 167
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. A Workflow rules is activated
- C. AnAssignment Rule is Activated
- D. An email is automatically sent to the case owner
Answer: D
NEW QUESTION # 168
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
- A. Average handle time
- B. Customer retention
- C. First call resolution
- D. Upsell percentage
Answer: A,C
NEW QUESTION # 169
Which native Service Cloud solution is used for case satisfaction surveys?
- A. Check the survey option in the case settings
- B. Enable the case survey option on the case object
- C. Create a Web-to-case form with a custom case typeof survey
- D. Enable the case survey auto-response rule
Answer: C
NEW QUESTION # 170
Which case submission process leverages Apex email services?
- A. Web-to-Case
- B. On-demand Email-to-Case
- C. Case submitted using chat
- D. Email-to-Case
Answer: B
NEW QUESTION # 171
A customer has recently implemented an on-premise telephony system that is common in the industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
- B. Create an API integration between Salesforce and the telephony system.
- C. Implement an on demand telephony solution provided by a vendor.
- D. Use a computer telephony integration (CTI) adapter that supports its telephony system.
Answer: D
NEW QUESTION # 172
A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Total number ofcases by origin
- B. Average number of activities per case
- C. Average number of articles attached to a case
- D. Average customer satisfaction score by case
Answer: B,C
NEW QUESTION # 173
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Replaces the need for an email channel
- B. Uncovers gaps in the knowledge base
- C. Reduces incoming call volume
- D. Eliminates tracking of customer entitlements
Answer: B,C
NEW QUESTION # 174
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Agile
- B. Kanban
- C. Waterfall
- D. Lightning Platform
Answer: A
NEW QUESTION # 175
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 single data category group for each division and provide access using the role hierarchy.
- C. Create a sharing rule for each division to provide access based on criteria of the article.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: B
NEW QUESTION # 176
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Idle Connection Timeout
- B. Chat Character Limit
- C. Chat Window Title
- D. ChatVisitor Browser
Answer: A,D
NEW QUESTION # 177
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?
- A. Information Technology (IT) help desk
- B. Human Resources (HR) help desk
- C. Telemarketing center
- D. Telesales center
Answer: A
NEW QUESTION # 178
......
The ADM-261 certification exam covers a wide range of topics related to Service Cloud, including case management, omni-channel, entitlements, Service Cloud console, Knowledge Management, and Salesforce Communities. Candidates should have a deep understanding of these topics and should also know how to configure and administer Service Cloud to meet different business requirements.
Provide Valid Dumps To Help You Prepare For Service Cloud Administration Exam: https://www.examprepaway.com/Salesforce/braindumps.ADM-261.ete.file.html
Updated Verified ADM-261 dumps Q&As - 100% Pass Guaranteed: https://drive.google.com/open?id=1Y_EUqHLSy4pJkXB3drxyv8jcV0PsQVuR