Pass Your Exam With 100% Verified ADM-261 Exam Questions
ADM-261 Dumps PDF - ADM-261 Real Exam Questions Answers
In addition to providing individuals with a mark of distinction and recognition, certified individuals also receive added benefits such as access to the Salesforce community, exclusive training materials, and invitations to participate in special events. The ADM-261 certification exam is highly coveted among professionals and is a valuable asset for individuals seeking to advance their careers in Salesforce.
Salesforce ADM-261 (Service Cloud Administration) Exam is a certification program designed for professionals who are responsible for managing and administering Salesforce Service Cloud. ADM-261 exam is aimed at individuals who have experience in Salesforce administration and understand the fundamentals of Service Cloud. It validates their knowledge and skills in managing Service Cloud, including setting up and configuring Service Cloud features, implementing best practices, and troubleshooting common issues.
Salesforce ADM-261 certification is a valuable asset for professionals looking to advance their careers in Service Cloud administration. It demonstrates to employers that the candidate has the skills and knowledge needed to effectively manage Service Cloud solutions. Certified professionals are in high demand, and they can expect to earn higher salaries than their non-certified counterparts.
NEW QUESTION # 109
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed on first contact
- B. Percent of cases closed with chatter posts
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed with an attached article
Answer: C
NEW QUESTION # 110
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Sites
- B. Partner portal
- C. Enterprise admin
- D. Service Cloud portal (Customer Community)
Answer: A
NEW QUESTION # 111
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?
- A. Cases report sorted by Rep and Case Owner
- B. Cases report sorted by Rep and Case CreatedDate
- C. Omni-Channel Supervisor tab
- D. Omni-Channel Utility Component
Answer: C
NEW QUESTION # 112
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. Displaying whether a case response complies with a customer's service level agreement
- B. Identifying the customer contact associated with a particular stage of a service contract
- C. Representing metrics such as first-response and resolution time on cases
- D. Monitoring the case escalation rule queue to confirm service levels are met
Answer: A,C
NEW QUESTION # 113
UC wants toimplement a Knowledge management process with the 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, multiple products, 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 center agents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each article type
- B. Configure article types for each kindof content
- C. Configure workflow rules for each data category
- D. Define approval processes for each product
- E. Configure data category values for each product
Answer: B,C,E
NEW QUESTION # 114
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 the Service User license on their User record.
- B. Assign users to a Permission Set granting the Service User license.
- C. Assign users to a Public Group with access to the service console app.
- D. Assign users to a Permission Set with access to the service console app.
Answer: A,D
NEW QUESTION # 115
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?
- A. Customer Engagement Score
- B. Customer Satisfaction
- C. Net Promoter Score
- D. Service-Level Measure
Answer: C
NEW QUESTION # 116
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Removefilter criteria from the views
- B. Reduce the number of fields displayed
- C. Restrict visibility of the views
- D. Filter the views by case owner
Answer: B,D
NEW QUESTION # 117
What is a benefit of a quality monitoring system? Choose 2 answers
- A. Teach new agents how to handle difficult situations
- B. Enforce a consistent standard of service for customer interaction
- C. Lower the average speed of answer (ASA)
- D. Capture inappropriate word usage and generate reports
Answer: B,D
NEW QUESTION # 118
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based roles to the associated product data category value
- B. Assign team-based profiles to the associated product data category value
- C. Assign team-based roles to theassociated product article types
- D. Assign team-based profiles to the associated product article types
Answer: A
NEW QUESTION # 119
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Chatter Answers
- B. Knowledge Base
- C. Web -to -Case
- D. Live Agent
- E. Customer Community
Answer: A,B,E
NEW QUESTION # 120
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Configure entitlements and milestones to enforce SLAs
- B. Hire more agents for the contact centers
- C. Improve the training provided to existing agents
- D. Track social sentiment across social media outlets
Answer: B,C
NEW QUESTION # 121
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 a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- B. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- C. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- D. Create case page layouts for each interaction channel and assign them to different agent profiles.
Answer: C
NEW QUESTION # 122
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 Macros
- B. Enable the Support Process for default email templates
- C. Implement Quick Text
- D. Implement Email-To-Case
- E. Enable the support setting for default email templates
Answer: A,C,E
NEW QUESTION # 123
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. Use case auto-response rules to send an email to supportmanagers within one hour of case creation.
- 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. Create a workflow rule to send an email to support managers when a case iscreated and assigned to a queue.
- 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 # 124
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Train support agents
- B. Reduce the cost per call
- C. Hireadditional support agents
- D. Align agent performance goals with KPIs
Answer: A,D
NEW QUESTION # 125
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can beused to pass data to legacy systems.
- 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. Apex code must be used to pass data to legacy systems.
- E. Apex code must be used to update fields inthe database.
Answer: A,B,E
NEW QUESTION # 126
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Elements can be used to update fields in the database.
- C. Elements can be used to pass data to legacy systems.
- D. Apex code must be used to pass data to legacy systems.
- E. Apex code must be used to update fields in the database.
Answer: A,C,E
NEW QUESTION # 127
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 utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
- D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
Answer: B
NEW QUESTION # 128
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 datacategories with custom visibility.
- B. Define article types with public sharing settings.
- C. Define topics for each knowledge article.
- D. Define a custom field to identify the subject.
Answer: A,B,D
NEW QUESTION # 129
......
ADM-261 Dumps 100 Pass Guarantee With Latest Demo: https://pass4sure.trainingquiz.com/ADM-261-training-materials.html
