| Exam Code | ADM-261 |
| Exam Name | Service Cloud Administration (SP24) |
| Questions | 355 Questions Answers With Explanation |
| Update Date | July 15,2024 |
| Price |
Was : |
Prepare Yourself Expertly for ADM-261 Exam:
Our team of highly skilled and experienced professionals is dedicated to delivering up-to-date and precise study materials in PDF format to our customers. We deeply value both your time and financial investment, and we have spared no effort to provide you with the highest quality work. We ensure that our students consistently achieve a score of more than 95% in the Salesforce ADM-261 exam. You provide only authentic and reliable study material. Our team of professionals is always working very keenly to keep the material updated. Hence, they communicate to the students quickly if there is any change in the ADM-261 dumps file. The Salesforce ADM-261 exam question answers and ADM-261 dumps we offer are as genuine as studying the actual exam content.
You can reach out to our agents at any time for guidance; we are available 24/7. Our agent will provide you information you need; you can ask them any questions you have. We are here to provide you with a complete study material file you need to pass your ADM-261 exam with extraordinary marks.
Pass4surexams provide trusted study material. If you want to meet a sweeping success in your exam you must sign up for the complete preparation at Pass4surexams and we will provide you with such genuine material that will help you succeed with distinction. Our experts work tirelessly for our customers, ensuring a seamless journey to passing the Salesforce ADM-261 exam on the first attempt. We have already helped a lot of students to ace IT certification exams with our genuine ADM-261 Exam Question Answers. Don't wait and join us today to collect your favorite certification exam study material and get your dream job quickly.
Enroll with confidence at Pass4surexams, and not only will you access our comprehensive Salesforce ADM-261 exam question answers and dumps, but you will also benefit from a remarkable offer – 90 days of free updates. In the dynamic landscape of certification exams, our commitment to your success doesn't waver. If there are any changes or updates to the Salesforce ADM-261 exam content during the 90-day period, rest assured that our team will promptly notify you and provide the latest study materials, ensuring you are thoroughly prepared for success in your exam."
Quality is the heart of our service that's why we offer our students real exam questions with 100% passing assurance in the first attempt. Our ADM-261 dumps PDF have been carved by the experienced experts exactly on the model of real exam question answers in which you are going to appear to get your certification.
A Global company requires public documents to betranslated into multiple languages.Which implementation should the consultant recommend?
A. Lightning Knowledge
B. Classic Knowledge
C. Salesforce Content
D. Salesforce Files
What is a business continuity challenge in a cloud-based contact center that operates24/7? Choose 2 answers
A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage
What is the primary function of a private branch exchange (PBX)?
A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To mate calls to different agents
The cost of service for Universal Containers' contact centers has steadily increased. Whatsolution should a consultant recommend to help reduce the cost of service in the contactcenters? Choose 2 answers.
A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a ServiceCloud portal.
Universal Containers wants to be able to assign Cases based on the same criteria they usefor Live Agent chats. Which feature should a Consultant recommend?
A. Omni-channel Skills-based routing
B. Live AgentQueue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules
Which task should beincluded in a business continuity plan for a contact center? Choose 3answers.
A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update thecase status field values.
E. Monitor service level agreements (SLAs) and notify customers.
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will helpUniversal Containers meet this requirement?
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?
A. Enable Omni Channel in Setup.
B. Assign Users to the Omni Channel Feature License.
C. Assign Users to Omni Channel permissions.
D. Contact Salesforce to have Omni Channel enabled.
Universal Containers wants articles to be suggested to agents based on information theyare typing into the case. Which solution should a consultant recommend?
A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B. Enable the Knowledge sidebar related list on the case page layout.
C. Enable the Knowledge sidebar setting in the case support settings.
D. Create a Visualforce page called Knowledge sidebar on the case page layout.
Universal Containers wants to provide its customers with more support options.Which three should a Consultant recommend? Choose 3 answers
A. Create a Customer Community
B. UtilizeKCS to manage Knowledge
C. Add Live Agent to public-facing sites
D. Configure Chatter for public access
E. Implement SOS for mobile experience
Universal Container wants to measure the efficient of its Contact Center.Which three metrics should the contact center manager analyze?
A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
A. The specific Quick Action must be added to the Case Feed.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
A. Workflow rule
B. Validation rules on case process field
C. Escalation rule to ignore business hours based on casecriteria
Universal Containers is changing their case management system to Salesforce. All activeaccounts, contacts, open cases, and closed cases for the past five years must be migratedto Salesforce for go-live.Which approach should the Consultant use for data migration?
A. Prepare, Plan, Text, Execute, Validate
B. Prepare, Plan, Validate, Execute, Text
C. Plan, Prepare, Test, Execute, Validate
D. Plan, Prepare, Validate, Execute, Text
A company provides customer support for new products and for routine maintenance ofexisting products. These cases have many identical stages and fields, however, themaintenance cases are unique and have additional stages and fields that need to becaptured. Which two features would meet this requirement? Choose 2 answers
A. Record Types
B. Support Processes
C. Approval Processes
D. Support Types
The Service Manager at Universal Containers is concerned that users will NOT be able tomanage cases in the Service Console efficiently and reduce clicks.Which feature should a Consultant implement to address this concern?
A. ConfigureMacros
B. Multiple Monitors Components
C. Collapsible Sidebar Components
D. Console Keyboard Shortcuts
Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: • Customer order history •Level of contracted support • List of replaceable parts Which system can Salesforceintegrate with to retrieve this information and make it available to techniciansin the field?
A. An enterprise resource planning system
B. A knowledge management system
C. A workforce management system
D. A third -party mobile application platform
UC must provide contact center agents with access to a customer's payment history if thecall concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an externalsystem containing over 20 million records. Agents do not want to maintain separate loginsessions for Salesforce and the billing system. What solution should a consultantrecommend?
A. Create a custom web service to handle invoice inserts and updates from the billingsystem
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out
What key metric should a contact center manager use to evaluate the effectiveness of anew Service Cloud implementation? (Choose 2)
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
serialkiller08
Jul 27, 2024
I was able to pass the Salesforce ADM-261 exam because of this platform. The practice problems were a great way to reinforce important concepts, and the study materials were thorough and well-organized. Strongly advised!
blackzetsu
Jul 26, 2024
I'm happy to announce that I passed the Salesforce ADM-261 exam the first time around. This platform's study materials played a crucial role in my accomplishment. The mock exams were an excellent tool to determine my level of preparation, and the study aids were thorough. I'm grateful that you assisted me in reaching this goal.
mammoth
Jul 26, 2024
Using this website to prepare for the Salesforce ADM-261 exam changed my life. The practice questions were really similar to the real exam, and the study materials were extensive. Gratefully passed because of this platform
gridorr
Jul 25, 2024
I'm really grateful to this platform for making it easier for me to pass the Salesforce ADM-261 exam. The community's support was priceless, and the study materials were excellent. You need look no farther than our platform if you're serious about passing this exam.
dat_drop
Jul 25, 2024
I passed the Salesforce ADM-261 exam because I prepared well and used this platform's study materials. Because the study materials were organized nicely, I had no trouble understanding even the most difficult subjects. I would strongly advise anyone studying for this exam to use this platform!
