[Mar-2025] 100% Actual ADM-261 dumps Q&As with Explanations Verified & Correct Answers
ADM-261 Dumps with Free 365 Days Update Fast Exam Updates
Salesforce ADM-261 (Service Cloud Administration) Exam is a certification exam that focuses on the Salesforce Service Cloud platform. ADM-261 exam is designed for individuals who want to demonstrate their expertise in the administration of the Salesforce Service Cloud platform. ADM-261 exam tests an individual's knowledge and skills in areas such as managing cases, configuring service entitlements, setting up and managing Salesforce Knowledge, and creating and managing service contracts.
NEW QUESTION # 130
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Tag another chatter user
- B. Deletes posts
- C. Returns a link that returns a post with the samereference
Answer: C
NEW QUESTION # 131
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. Enable the Support Process for default email templates
- C. Enable the support setting for default email templates
- D. Implement Email-To-Case
- E. Implement Macros
Answer: A,C,E
NEW QUESTION # 132
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Enable Work Orders.
- B. Configure Service Contracts.
- C. Create an Entitlement Process.
- D. Set up Milestones.
Answer: C,D
NEW QUESTION # 133
Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?
- A. Assign Users to the Omni Channel Feature License.
- B. Assign Users to Omni Channel permissions.
- C. Contact Salesforce to have Omni Channelenabled.
- D. Enable Omni Channel in Setup.
Answer: D
NEW QUESTION # 134
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. Create a Lightning Platform app for Facebook monitoring.
- B. Enable Social Customer Service.
- C. Integrate Facebook to its existing Customer Community.
- D. Enable Salesforce social profile on contacts.
Answer: D
NEW QUESTION # 135
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 bestsolution?
- A. Create case page layouts for each interaction channel and assign them to different agent profiles.
- B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- C. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Answer: B
NEW QUESTION # 136
When migrating data from an older system to a new one, what steps should be taken? Choose2 answers.
- A. Activate data validation rules
- B. Data mapping
- C. Data Normalization
- D. Data Cleansing
Answer: B,D
NEW QUESTION # 137
The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Service Cloud Console
- B. Customer Community
- C. Automatic CallDistribution
- D. Knowledge Base
Answer: B,D
NEW QUESTION # 138
Universal Containers is implementing an entitlement process tomeasure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Representing metrics such as first-response and resolution time on cases
- B. Monitoring the case escalation rule queue to confirm service levels are met
- C. Displaying whether a case response complies with a customer's service level agreement
- D. Identifying the customer contact associated with a particular stage of a service contract
Answer: A,C
NEW QUESTION # 139
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reportingimplemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: B
NEW QUESTION # 140
Universal Containers is implementing a call centerusing CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Install CTI adapter using open CTI
- B. Deploy Call Center Directory
- C. Configure call center definition
- D. Configure IVR auto response
- E. Assign users to a call center
Answer: A,C,E
NEW QUESTION # 141
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL)to align with industry best practices?
- A. Telesales center
- B. Telemarketing center
- C. Information Technology (IT) help desk
- D. Human Resources (HR) help desk
Answer: C
NEW QUESTION # 142
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Add additional components to the Lightning console.
- B. Ensure each laptop has a modern browser installed.
- C. Coach users on minimizing open console tabs.
- D. Allow the user to log into Live Agent from multiple browsers.
Answer: B,C
NEW QUESTION # 143
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 followed in Chatter
- B. Report on agent feedback on articles
- C. Report on agent ratings on articles
- D. Report on the articles attached to cases
Answer: C,D
NEW QUESTION # 144
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultantrecommend? Choose 2 answers
- A. Import payment data into Salesforce and add to the contact page layout as a related list.
- B. Create a custom tab of type URL that displays a search page from the billing system.
- C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- D. Use Lightning Connect to connect and access data in real-time from the billing system.
Answer: B,C
NEW QUESTION # 145
A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers
- A. Number of published article views.
- B. Number of content packs attached to cases.
- C. Number of Chatter files attached to cases.
- D. Number of articles associated to cases.
- E. Number of successful keyword searches.
Answer: C,D,E
NEW QUESTION # 146
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases in each status
- B. Number of solutions created per agent
- C. Number of cases by type by owner
- D. Number of cases created sorted by order
Answer: C,D
NEW QUESTION # 147
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 rule to ensure record access is granted based on criteria of the case.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION # 148
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Lower the average speed of answer (ASA)
- B. Teach new agents how to handle difficult situations
- C. Capture inappropriate word usage and generate reports
- D. Enforce a consistent standard of service for customer interaction
Answer: C,D
NEW QUESTION # 149
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define topics for each knowledge article.
- B. Define article types with public sharing settings.
- C. Define a custom field to identify the subject.
- D. Define datacategories with custom visibility.
Answer: B,C,D
NEW QUESTION # 150
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the first step in configuration and customization?
- A. Enable Chatter Messenger for the organization
- B. Enable Live Agent for the organization
- C. Create user profiles orpermission sets
- D. Create an iframe to display the chat window
Answer: B
NEW QUESTION # 151
......
Verified ADM-261 dumps Q&As - 2025 Latest ADM-261 Download: https://actualanswers.testsdumps.com/ADM-261_real-exam-dumps.html
