Dec 16, 2024 Reliable Study Materials for ADM-261 Exam Success For Sure [Q14-Q38]

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Dec 16, 2024 Reliable Study Materials for ADM-261 Exam Success For Sure

100% Latest Most updated ADM-261 Questions and Answers

Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a comprehensive exam that measures one’s knowledge and skills in administering and configuring the Salesforce Service Cloud platform. ADM-261 exam is designed for professionals who want to demonstrate their expertise in using the Service Cloud platform to manage customer service and support operations. The ADM-261 exam is part of the Salesforce Certified Service Cloud Consultant certification track, which is a highly sought-after certification by employers and professionals alike.

The ADM-261 exam consists of 60 multiple-choice questions, which need to be answered within 105 minutes. ADM-261 exam covers various areas related to Service Cloud, such as case management, knowledge management, contact centers, and service console. Candidates need to score at least 65% to pass the exam and earn the certification. Service Cloud Administration certification is valid for three years, and candidates need to retake the exam or complete specific Trailhead modules to maintain their certification.

Q14. A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

Number of cases created sorted by order

Number of cases by type by owner

Number of cases in each status

Number of solutions created per agent

Q15. Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

Assign the Salesforce users to the Call Center.

Install an adapter fromAppExchange to work with third-party CTI systems

Use Apex to create an adapter to work with third-party CTI systems

Create a SoftPhone layout and assign to user profiles

Assign the Salesforce CTI license to Salesforce users

Q16. Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

Enable the case survey object for the customer portal

Utilize an AppExchange package to handle customer surveys

Create a validation rule for case survey email templates

Modify the user interface settings for the case survey sidebar

Q17. Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

Recovery point objective

Criteria for plan activation

Open access to systems

Site consolidation

Q18. What are three considerations when adding a report chart to aConsole Component? Choose 3 answers

The report chart is added to the Page Layout.

The report is shared with a Chatter Group.

The report is a Summary or Matrix report.

The report contains a chart.

The report has a standard Report Type.

Q19. Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?

Reads the case

Adds a related comment to the case

Adds an activity or sends an email from the case record

Edits the case

All of the above

Q20. Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

Agents can use telephony on a wide range of browsers and operating systems while only developing once.

Developers can embed API calls and processes on web pages to automate call handling processes.

Developers can integrate with any telephony platform available with little to no need for customization.

Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.

Q21. 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.

Implement a customer self-service portal

Enable agents to transfer calls to other agents

Cross-train agents on both product lines

Prioritize customer calls based on their SLA

Q22. Universal Containers has an upcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

Run and view Salesforce reports.

Update case data for a customer.

Post report information on Chatter.

Review existing cases for an account.

Q23. Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

Ensure each laptop has a modern browser installed.

Coach users on minimizing open console tabs.

Allow the user to log into Live Agent from multiple browsers.

Add additional components to the Lightning console.

Q24. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

Increased call deflection

Increased call routing accuracy

Reducedissue resolution time

Reduced support channels

Optimized useof resources

Q25. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

Community

Email to Case

Web to Case

On Demand Email to Case

Q26. Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

Display articles in a public knowledge base.

Display articles in Salesforce Answers.

Display articles with HTML, images, and links.

Publish articles to the Web using Salesforce Publisher.

Q27. Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

Integration with Field service teams and apps

Strategies to maximize call deflection

Performance for high volume of interactions

Integration with Lead Generation team and apps

Q28. What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

Q29. 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

On the left sidebar of Salesforce Classic

On anew tab in the agent’s browser

On the footer of the Lightning Console

On the Highlights Panel of a Primary tab

Q30. Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solutionshould the Consultant recommend?

Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Q31. Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

Chatter groups forcustomer

Mobile access to case information

Visibility into service entitlements

Predictive dialer for outbound calls

Q32. 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?

Create a custom web serviceto handle invoice inserts and updates from the billing system

Create a custom tab of type URL that displays a search page from the billing system

Import payment data into Salesforce and add to the contact page layout related list

Create a Visualforce page that retrieves payment information via a Web Service call-out

Q33. 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?

Partner portal

Service Cloud portal (Customer Community)

Enterprise admin

Sites

Q34. Universal Containers wants to display a history of all of today’s changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implementthis requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page

Process Builder

Q35. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

Omni-Channel Utility Component

Cases report sorted by Rep and Case Owner

Cases report sorted by Rep and Case CreatedDate

Omni-Channel Supervisor tab

Q36. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

Answers can be exposed to partner portal users

External users can subscribe to Answers

Escalate a question to a case

Knowledge articles can be created from Answers

Select best answers for questions.

Q37. 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

Service Console Knowledge Components

Service Console Profile Assignments

Data Categories and Article Actions

Data Categories and Article Types

Q38. A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?

The Customer is shown the new Rep’s name

Both Service Reps can chat with the customer

The chat transcripts and case are transferred

The Customer doesn’t know they were transferred

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Dec 16, 2024 Reliable Study Materials for ADM-261 Exam Success For Sure [Q14-Q38]

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