[Jan-2025] Latest Salesforce ADM-261 Certification Practice Test Questions
Verified ADM-261 Dumps Q&As - 1 Year Free & Quickly Updates
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who work with the Salesforce Service Cloud platform. Service Cloud Administration certification exam is a great opportunity for individuals who are looking to advance their careers in the field of Salesforce administration. The ADM-261 certification exam covers a wide variety of topics related to Service Cloud administration, including case management, contact center management, and knowledge management.
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a great opportunity for professionals looking to advance their careers in Salesforce administration. Service Cloud Administration certification exam covers a wide range of topics related to Service Cloud administration and is designed for individuals with experience working with the Salesforce platform. Passing ADM-261 exam will demonstrate your expertise in Service Cloud administration and validate your skills to potential employers.
NEW QUESTION # 98
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. Path for Cases
- C. Lightning Flow Component
- D. Service Console Macros
Answer: A
NEW QUESTION # 99
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- B. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- C. Add development resources to the project team to build out the additional requirements.
- D. Document the requirements gap and communicate development options to the project team
Answer: D
NEW QUESTION # 100
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
- A. Email to Case
- B. Community
- C. Web to Case
- D. On Demand Email to Case
Answer: A
NEW QUESTION # 101
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
- A. Suggest articles for a web-to-case question
- B. Suggest articles for an email-to-case question
- C. Recommend articles during a call for a support agent
- D. Recommend articles prior to a Live Agent session
Answer: A,D
NEW QUESTION # 102
What is thecapability of case feed?
- A. Enable call control using the CTI case feed publisher.
- B. Add custom visual force pages to the case feed page layout.
- C. Embed case feed functionality within a visual force page.
- D. Switch from case feed to standard detail pages using a console component
Answer: C
NEW QUESTION # 103
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. Implement a customer self-service portal
- C. Enable agents to transfer calls to other agents
- D. Prioritize customer calls based on their SLA
Answer: A,B
NEW QUESTION # 104
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Create an Entitlement Process.
- B. Enable Work Orders.
- C. Set up Milestones.
- D. Configure Service Contracts.
Answer: A,C
NEW QUESTION # 105
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. Use Lightning Connect to connect and access data in real-time from the billing system.
- 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 as a related list.
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out.
Answer: B,D
NEW QUESTION # 106
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers acrossmultiple Territories.
What solution should a consultant recommend?
- A. Salesforce Mobile App
- B. Lightning Console
- C. Employee Community
- D. Field Service Lightning
Answer: D
NEW QUESTION # 107
UC has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
- A. Force.com migration tool, Force.com IDE, and change sets
- B. Data loader, change sets, and Force.com Excel Connector
- C. Mass Transfer Records, change sets, and Force.com migration tool
- D. Visual Workflow, data loader, and Force.com IDE
Answer: A
NEW QUESTION # 108
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. Create a report that display the # of articles searched during the past 2 months
- B. Report displays # of articles associated to data categories during 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: A,D
NEW QUESTION # 109
UC must 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 the 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. What solution should a consultant recommend?
- A. Create a custom web serviceto handle invoice inserts and updates from the billing system
- B. Import payment data into Salesforce and add to the contact page layout related list
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Create a Visualforce page that retrieves payment information via a Web Service call-out
Answer: D
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. High priority cases opened by account month to date
- B. New cases opened by the account channel
- C. Escalated cases by account month to date
- D. Time spent by account year to date
Answer: A,C
NEW QUESTION # 111
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, contacts, accounts, cases
- B. Users, accounts, contacts, cases
- C. Accounts cases, users, contacts
- D. Accounts, contacts, cases, users
Answer: B
NEW QUESTION # 112
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. Customer Community
- B. SOS Video Chat
- C. Field Service Lightning
- D. Salesforce Knowledge
Answer: B
NEW QUESTION # 113
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Window Title
- B. Chat Character Limit
- C. Idle Connection Timeout
- D. Chat Visitor Browser
Answer: C,D
NEW QUESTION # 114
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. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
- C. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- D. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
Answer: C
NEW QUESTION # 115
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers
- A. Add Live Agent to public-facing sites
- B. Utilize KCS to manage Knowledge
- C. Createa Customer Community
- D. Implement SOS for mobile experience
- E. Configure Chatter for public access
Answer: A,B,D
NEW QUESTION # 116
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