Get Real ADM-261 Exam Dumps [Jul-2023] Practice Tests
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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a valuable credential for individuals who are responsible for managing and optimizing service processes in their organizations. It validates an individual's knowledge and skills in Service Cloud administration, data management, and analytics. By achieving this certification, professionals can enhance their career prospects and demonstrate their expertise in managing Service Cloud implementations.
Earning the Salesforce Certified Service Cloud Consultant certification can help professionals advance their careers in the field of Salesforce administration. It demonstrates to employers and clients that they have the skills and knowledge necessary to successfully manage Service Cloud applications. By passing the ADM-261 exam, candidates can gain a competitive edge in the job market and increase their earning potential.
NEW QUESTION # 24
Universal containers is in the process of setting up abusiness-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Assets
- B. Cases
- C. Service contracts
- D. Milestones
Answer: C
NEW QUESTION # 25
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A. Publisher Actions used in the macros must be on the page layout.
- B. The Run Macros Permission must be granted to users.
- C. The Macros widget or utility must be added to the console.
- D. The Run Macros Action must be on the page layout.
- E. Users must use Lightning Experience.
Answer: A,B,E
NEW QUESTION # 26
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat buttons.
- B. Verify that users have access to the chat public group.
- C. Verify that users are assigned the chat user profile.
- D. Verify that users are assigned the chat feature license.
Answer: D
NEW QUESTION # 27
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Implement an adapter built on Open CTI.
- B. Implement an adapter using the Telephony API.
- C. Build an adapter using the telephony vendor's toolkit.
- D. Move to a cloud -based telephony system.
Answer: A
NEW QUESTION # 28
Which case submission process leverages Apex email services?
- A. Web-to-Case
- B. On-demand Email-to-Case
- C. Email-to-Case
- D. Case submitted using chat
Answer: B
NEW QUESTION # 29
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. On-Demand Email-to-Case
- B. Web-to-Case forms
- C. Standard Email-to-Case
- D. Omni-Channel routing
Answer: C
NEW QUESTION # 30
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) fora customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification that sample data has been loaded
- B. Approval of test scripts from the business lead
- C. Fund customer approval on training materials
- D. Verification of the production migration checklist
Answer: A,B
NEW QUESTION # 31
Open CTI allows Advanced Administrators and Developers to embed call controls in 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 anew tab in the agent's browser
- B. On the 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 # 32
You're working on a sales presentation for your customer - universal paper, you might want to add the topic
#universal paper in your status update. What does the hashtag do?
- A. Deletes posts
- B. Returns a link that returns a post with the samereference
- C. Tag another chatter user
Answer: B
NEW QUESTION # 33
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Accounts, contacts, cases, users
- B. Users, contacts, accounts, cases
- C. Accounts cases, users, contacts
- D. Users, accounts, contacts, cases
Answer: D
NEW QUESTION # 34
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Account
- B. Event
- C. Solution
- D. Attachments
Answer: B,D
NEW QUESTION # 35
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Modify the user interface settings for the case survey sidebar
- B. Enable the case survey object for the customer portal
- C. Create a validation rule for case survey email templates
- D. Utilize an AppExchange package to handle customer surveys
Answer: D
NEW QUESTION # 36
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Number of sales queues
- B. Average queue time per agent
- C. Opportunities per channel
- D. Number of leads created
- E. Cost per call
Answer: C,D,E
NEW QUESTION # 37
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 Purchase History
- B. Net promoter Score
- C. Customer SupportRequests
- D. Service Level Agreement
- E. customer satisfaction Survey
Answer: A,B,E
NEW QUESTION # 38
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Knowledge articles attached to the case
- B. Articles appearing in the Knowledge sidebar
- C. Contract details related to the entitlement
- D. Products and assets associated to the case
Answer: A
NEW QUESTION # 39
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 record page.
- B. The specific Quick Action must be added to the CaseFeed.
- C. Quick Actions must be enabled in the org.
- D. Global Actions need to be on the publisher layout.
Answer: A,B
NEW QUESTION # 40
Universal Containers wants to create a process to verify that customers are eligible for support before a case iscreates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to enforce service levels with the time-dependent processes
- B. Ability to specify unique service levels for each customer
- C. Ability to prompt callers for the service contract number within IVR menus
- D. Ability to determine if a customer has escalated a case in the past
Answer: B,C
NEW QUESTION # 41
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in Salesforce Answers.
- B. Display articles with HTML, images, and links.
- C. Publish articles to the Web using Salesforce Publisher.
- D. Display articles in a public knowledge base.
Answer: B,D
NEW QUESTION # 42
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of solutions created by agent
- B. Number of articles created by agent
- C. Numberof cases escalated by agent
- D. Number of articles attached to a case
Answer: B,D
NEW QUESTION # 43
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Standard for managing customer support and delivery
- B. Share knowledge with the business partners
- C. Process for creating and maintaining knowledge
- D. Method for social media management
Answer: B,C
NEW QUESTION # 44
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 # 45
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. Use the lightning knowledge migration tool and choose "include files".
- D. Post thefiles to the chatter feed on each article.
Answer: A
NEW QUESTION # 46
When migrating data from an older system to a new one, what steps should be taken? Choose2 answers.
- A. Activate data validation rules
- B. Data Normalization
- C. Data Cleansing
- D. Data mapping
Answer: C,D
NEW QUESTION # 47
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Salesforce ADM-261 exam is a certification that demonstrates proficiency in administering the Salesforce Service Cloud platform. ADM-261 exam is designed for individuals who have experience with Salesforce and are looking to specialize in the Service Cloud domain. The ADM-261 certification is a valuable asset for professionals looking to advance their careers in customer service, sales, or marketing.
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