[Oct-2024] ADM-261 Dumps PDF - ADM-261 Real Exam Questions Answers
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NEW QUESTION # 106
Which twocapabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue
- B. Validation Rules for Article Types to verify all fields during creation
- C. Data Category to assign an Article Type to a Reviewer
- D. Knowledge Action to Publish an Article once the Article is approved
Answer: B,C
NEW QUESTION # 107
Universal Containers wants to provide its resellers a secure portal where they can manage their customeraccounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Employee Community
- B. Partner Community
- C. Reseller Community
- D. Customer Community
Answer: B
NEW QUESTION # 108
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users to a Public Group with access to the service console app.
- B. Assign users the Service User license on their User record.
- C. Assign users to a Permission Set granting the Service User license.
- D. Assign users to a Permission Set with access to the service console app.
Answer: B,D
NEW QUESTION # 109
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
- A. Validation rules on case process field
- B. Escalation rule to ignore business hours based on case criteria
- C. Workflow rule
Answer: B
NEW QUESTION # 110
Universal containers customer support management wants to provide proactive communication to customers who are likely toprovide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers
- A. New cases opened by the account channel
- B. High priority cases opened by account month to date
- C. Time spent by account year to date
- D. Escalated cases by account month to date
Answer: B,D
NEW QUESTION # 111
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A. Record Types
- B. Article Types
- C. Support Processes
- D. Omni-Channel
- E. Page Layouts
Answer: A,C,D
NEW QUESTION # 112
The cost of service forUniversal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Chatter for agent collaboration
- C. Enable Ideas in a customer portal
- D. Enable Live Agent to handle incoming service inquiries
Answer: B,D
NEW QUESTION # 113
What process is a use case for Visual workflow? Choose 3 answers
- A. Caller verification and creation of a new case
- B. Field validation during case creation
- C. Assignment of email to a case queue based on subject
- D. Cross-self promotions for representatives
- E. Decision-based troubleshooting for representatives
Answer: A,B,E
NEW QUESTION # 114
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. Enable the support setting for default email templates
- B. Implement Macros
- C. Implement Quick Text
- D. Implement Email-To-Case
- E. Enable the Support Process for default email templates
Answer: A,B,C
NEW QUESTION # 115
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure thecustomer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
- A. Use auto-response rules to send an email to the customer
- B. Use escalation rules to assign the case to a case queue
- C. Use assignment rules to assign the case to a case queue
- D. Use workflow rules to send an email to the customer
Answer: D
NEW QUESTION # 116
A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. Salesforce reporting speed may be affected
- B. Related lists on the case object may be slow to populate
- C. Result may be slow when searching for records
- D. The Salesforce org may be slow during the data import
Answer: A,C
NEW QUESTION # 117
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Chatter Questions
- B. Macros
- C. Communities
- D. Field Service
- E. Public Knowledge
Answer: A,C,E
NEW QUESTION # 118
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailablefor approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A. Notify customers once the upgrade is completed and full services are restored.
- B. Send routine status updates to customers via Chatter during the upgrade.
- C. Replace the default outage page with a custom page containing upgrade information.
- D. Communicate information about the upgrade to customers in advance.
- E. Publish ongoing updates to the community knowledge base with details about the upgrade.
Answer: A,C,D
NEW QUESTION # 119
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have tomanually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most cases closed for that topic.
- B. Route to agents staffing the assigned overflowqueues.
- C. Route to agents with the most capacity to take on new work.
- D. Route to agents with the least amount of active assigned work.
Answer: C,D
NEW QUESTION # 120
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Uncovers gaps in the knowledge base
- B. Reduces incoming call volume
- C. Replaces the need for an email channel
- D. Eliminates tracking of customer entitlements
Answer: A,B
NEW QUESTION # 121
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?
- A. Enable Social Customer Service.
- B. Create a Lightning Platform app for Facebook monitoring.
- C. Enable Salesforce social profile on contacts.
- D. Integrate Facebook to its existing Customer Community.
Answer: C
NEW QUESTION # 122
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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.
Salesforce ADM-261: Service Cloud Administration is a prestigious certification exam offered by Salesforce. The Service Cloud platform is designed to help organizations provide superior customer service by managing their customer interactions across multiple channels. The ADM-261 exam is designed to test the knowledge and skills of candidates in managing the Service Cloud platform and its various components.
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