[Feb 28, 2025] ADM-261 Exam Dumps 100% Same Q&A In Your Real Exam

ADM-261 Test Engine Dumps Training With 359 Questions

Achieving the Salesforce ADM-261 certification demonstrates to potential employers that an individual has the expertise and skills needed to effectively manage Service Cloud solutions. It can help professionals advance their careers and increase their earning potential. By passing ADM-261 exam, individuals can showcase their knowledge and ability to deliver excellent customer service experiences using Salesforce Service Cloud.

To prepare for the Salesforce ADM-261 certification exam, candidates can take the Salesforce Service Cloud Administration course. This course covers various topics, including service cloud configuration, service cloud automation, data management, and security. Additionally, candidates can also take practice exams and review study materials to prepare for the exam.

 

NEW QUESTION # 156
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

• A. Service Console Profile Assignments
• B. Data Categoriesand Article Actions
• C. Service Console Knowledge Components
• D. Data Categories and Article Types

Answer: C,D

NEW QUESTION # 157
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?

• A. Average handling time and first call resolution time
• B. Agent skill-based routing and predictive dialer
• C. Automatic call distributor and interactive voice response
• D. Workforce management and customer satisfaction score

Answer: C

NEW QUESTION # 158
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

• A. Customer SupportRequests
• B. Service Level Agreement
• C. Customer Purchase History
• D. customer satisfaction Survey
• E. Net promoter Score

Answer: C,D,E

NEW QUESTION # 159
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 roles to theassociated product article types
• C. Assign team-based profiles to the associated product article types
• D. Assign team-based profiles to the associated product data category value

Answer: A

NEW QUESTION # 160
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

• A. Create an agent profile foreach channel grouping.
• B. Create a service cloud console to support all channel groupings.
• C. Create a unique case page layout for each channel grouping.
• D. Create an agent role for each channel grouping.

Answer: C

NEW QUESTION # 161
A report shows average time spent by agents to resolve cases. Nine of twelveagents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

• A. Update case assignment rules to route more cases to Agent A
• B. Review case history and activities for Agents B and C
• C. Document and share the practices of Agent A with the team via knowledge articles
• D. Build a dashboard to display individual performance by agent versus the team goal
• E. Lower the target for entire team to that of Agent A

Answer: B,C,D

NEW QUESTION # 162
What method can NOT beleveraged to capture Cases in addition to via the Case tab?

• A. Self Service Portal
• B. Chatter feeds
• C. Email to Case
• D. Customer Portal

Answer: B

NEW QUESTION # 163
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

• A. Accepts email attachments larger than 10 MB
• B. Handles more the 10,000 emails a day
• C. Requires the use of Transport Layout Security (TLS)
• D. Accepts attachments from emails

Answer: A

NEW QUESTION # 164
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.

• A. Leverage Live Agent for web-based chat.
• B. Implement Salesforce Console for Service to support agents.
• C. Implement Salesforce Knowledge on a portal.
• D. Enable service contracts and entitlements.

Answer: A,C

NEW QUESTION # 165
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. Enable the support setting for default email templates
• B. Enable the Support Process for default email templates
• C. Implement Quick Text
• D. Implement Email-To-Case
• E. Implement Macros

Answer: A,C,E

NEW QUESTION # 166
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

• A. @mention the SMEs on the case Chatter feed and follow the case
• B. Follow the SMEs to receive automatic updates when they add case comments
• C. Bookmark all the comments related to the issue from SMEs
• D. Use hashtag (#) to track the customer case and SMEs comments

Answer: A

NEW QUESTION # 167
For which purpose should a contact center use Visual Flow?

• A. To escalate to the support manager if it has been open for more than 72hours
• B. To assign follow-up tasks to an agent one week after a case is closed.
• C. To automatically assign cases to a specific queue based on the customer support level
• D. To automate business processes for agents who troubleshoot customer support issues via phone

Answer: D

NEW QUESTION # 168
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

• A. Create an Unmanaged Package
• B. Manually re-create the Permission Sets
• C. Use a Change Set
• D. Publish a Managed Package

Answer: C

NEW QUESTION # 169
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implementto address this concern?

• A. Console Keyboard Shortcuts
• B. Collapsible Sidebar Components
• C. Multiple Monitors Components
• D. Configure Macros

Answer: D

NEW QUESTION # 170
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the SocialCustomer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

• A. Create and assign permission sets to give agents social account access.
• B. Retrieve Social Studiocredentials.
• C. Select two Twitter or Facebook accounts.
• D. Enable the Moderation feature to automatically create cases from posts.

Answer: A,D

NEW QUESTION # 171
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?

• A. Activate Knowledge One within the Salesforce Console for Service.
• B. Activate Knowledge One on the case detail page.
• C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
• D. Create a Knowledge Visualforce component on the case detail page.

Answer: A

NEW QUESTION # 172
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