Salesforce ADM-261 Dumps - 100% Cover Real Exam Questions (Updated 359 Questions)
Real ADM-261 dumps - Real Salesforce dumps PDF
Salesforce ADM-261 exam is a crucial certification for any Service Cloud Administrator who wishes to showcase their expertise in handling Salesforce Service Cloud Administration. Service Cloud Administration certification not only proves the candidate's knowledge in utilizing Service Cloud's core functionalities but also demonstrates their ability to create service communities, automate Service Cloud using workflow and process builder, and integrate Service Cloud with other platforms. Passing ADM-261 exam will definitely validate the candidate's abilities to manage the Service Cloud effectively, which ultimately benefits the organization as a whole.
NEW QUESTION # 101
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. Reseller Community
- B. Employee Community
- C. Customer Community
- D. Partner Community
Answer: D
NEW QUESTION # 102
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Create a Visualforce page on the customer community portal.
- B. Set up insert Article into Social post and enable the customer community portal.
- C. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- D. Create a Chatter group andinvite the customer to join with an external chatter user.
Answer: B
NEW QUESTION # 103
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. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- B. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: C
NEW QUESTION # 104
Universal Containersrequires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Case teams
- B. Workflow rules
- C. Auto-response rules
- D. Escalation rules
Answer: A,B
NEW QUESTION # 105
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributingto a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Cross-train agents on both product lines
- B. Prioritize customer calls based on their SLA
- C. Enable agents to transfer calls to other agents
- D. Implement a customer self-service portal
Answer: A,D
NEW QUESTION # 106
Which support channel requires the smallest amount of agent work time?
- A. Web self service
- B. Chat
- C. Email to case
- D. Web to case
Answer: A
NEW QUESTION # 107
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers
- A. Interactive Voice Response (IVR)
- B. Workflow Management (WFM)
- C. Entitlements
- D. Automatic Call Distributor (ACD)
- E. Chat log history
Answer: B,D
NEW QUESTION # 108
How should a consultant provide suggested article functionality to lightning service console users?
- A. Add the knowledge tab to the console app.
- B. Add the knowledge component to the service console.
- C. Create email templates with knowledge articles attached.
- D. Add the suggested article widget to the case page layout.
Answer: B
NEW QUESTION # 109
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Report displays # of articles associated to data categories during past 2 months
- B. Create a report that display the # of articles searched during the past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report that displays# of cases with articles attached during the past 2 months
Answer: B,D
NEW QUESTION # 110
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Service Console Macros
- C. Path for Cases
- D. Lightning Flow Component
Answer: A
NEW QUESTION # 111
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a record Activity Feed list
- B. On autility bar of the Lightning App
- C. On a record Highlights Panel
- D. On the Calendar right hand panel
Answer: A
NEW QUESTION # 112
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Escalation rate
- B. Average handle time
- C. First contact resolution
- D. Average speed to answer
Answer: B,C
NEW QUESTION # 113
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On a new tab in the agent's browser
- B. Onthe footer of the Lightning Console
- C. On the Highlights Panel of a Primary tab
- D. On the left sidebar of Salesforce Classic
Answer: B,D
NEW QUESTION # 114
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
- A. Number of approved articles
- B. Number of article votes
- C. Number of archived articles
- D. Number of customer ratings
Answer: B
NEW QUESTION # 115
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved.
- B. Validation Rules for article record types to verify all fields during creation.
- C. Approval Process that assigns an Article to a Reviewer Queue.
- D. Data Category to assign an article record type to a Reviewer.
Answer: B,D
NEW QUESTION # 116
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Contract details related to the entitlement
- B. Knowledge articles attached to the case
- C. Articles appearing in the Knowledge sidebar
- D. Products and assets associated to the case
Answer: B
NEW QUESTION # 117
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
- A. Create auto response templates for emails.
- B. Enable Chatter for agent collaboration.
- C. Enable Ideas in a Service Cloud portal.
- D. Enable Knowledge in a Service Cloud portal.
Answer: A,D
NEW QUESTION # 118
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
- A. Is available for users in the partner portal
- B. Displays records and their related items as tabs on one screen
- C. Allows Chatter Messenger to be used between agents
- D. Indicates when records and lists are changed by others
Answer: B,C
NEW QUESTION # 119
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. Result may be slow when searching for records
- B. Salesforce reporting speed may be affected
- C. Related lists on the case object may be slow to populate
- D. The Salesforce org may be slow during the data import
Answer: A,B
NEW QUESTION # 120
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure workflow rules for each data category
- B. Define approval processes for each product
- C. Configure data category values for each product
- D. Configure article types for each kind of content
- E. Define approval processes for eacharticle type
Answer: A,C,D
NEW QUESTION # 121
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing this data into universalcontainers service cloud instance
- A. Bulk Data Transfer API
- B. Cloud-to-Cloud Integration Toolkit
- C. Data Integration via SOAP API
- D. Java Language Specific Toolkit
Answer: A
NEW QUESTION # 122
Universal containers is migrating from classic knowledge to lightning knowledgeusing the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Use the files related list on each article to add files to your articles.
- B. Upload the files as documents, then relate them to the migrated articles.
- C. Post thefiles to the chatter feed on each article.
- D. Use the lightning knowledge migration tool and choose "include files".
Answer: A
NEW QUESTION # 123
What is thecapability of case feed?
- A. Enable call control using the CTI case feed publisher.
- B. Switch from case feed to standard detail pages using a console component
- C. Embed case feed functionality within a visual force page.
- D. Add custom visual force pages to the case feed page layout.
Answer: C
NEW QUESTION # 124
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate open and closed cases without milestones and entitlements
- B. Migrate closed cases with milestones and entitlements
- C. Migrate closed cases to a custom read-only object
- D. Migrate open and closed cases with milestones and entitlements
Answer: B
NEW QUESTION # 125
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Use cases to track the credit requests and route than to regional teams using assignment rules
- B. Enable the self-serviceportal to generate logins for the hospital staff by region.
- C. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- D. Design a custom object to track credit requests and route them regionally using assignment rules
Answer: A
NEW QUESTION # 126
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