[Feb-2025] Check your preparation for Salesforce ADM-261 On-Demand Exam [Q45-Q63]

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[Feb-2025] Check your preparation for Salesforce ADM-261 On-Demand Exam

Practice Exam ADM-261 Realistic Dumps Verified Questions

The ADM-261 certification exam consists of 60 multiple-choice questions, which must be completed within 105 minutes. ADM-261 exam focuses on various topics such as Service Cloud configuration, Service Console, Case Management, Knowledge Management, and Omni-Channel Routing. To pass the exam, candidates must score a minimum of 65%. Salesforce recommends that candidates have at least six months of experience in administering Service Cloud before attempting the ADM-261 certification exam. Passing ADM-261 exam will demonstrate the candidate’s proficiency in using Service Cloud to provide exceptional customer service and set them apart in the job market.

To prepare for the ADM-261 examination, candidates should have completed the Service Cloud Administration course offered by Salesforce. This course covers all the concepts and topics necessary to pass the certification exam. In addition, candidates should have practical experience working with Service Cloud as an administrator, consultant, or implementation specialist. This practical experience will help them understand the real-world challenges of Service Cloud administration.

NEW QUESTION 45
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Comment Search Component

Comments List View

Global Search

Search Utility Component

NEW QUESTION 46
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?

Milestones

Assets

Service contracts

Cases

NEW QUESTION 47
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

Implement Service Cloud console to support agents

Leverage Live Agent for web-based chat

Enable service contracts and entitlements

Implement Salesforce Knowledge on a portal

NEW QUESTION 48
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of 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.

NEW QUESTION 49
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

Entitlements

Omni-channel

Case milestones

Case escalation

NEW QUESTION 50
Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in forsupport. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Create a case escalation rulesto route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create casesonline.

NEW QUESTION 51
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

Map articles with HTML sections to rich text area fields

Use change sets to import data categories

Create a separate .csv for each article type

Use the data loader to import unstructured articles

NEW QUESTION 52
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

Prepare, Plan, Text, Execute, Validate

Prepare, Plan, Validate, Execute, Text

Plan, Prepare, Test, Execute, Validate

Plan, Prepare, Validate, Execute, Text

NEW QUESTION 53
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?

# of articles per agent

Most popular articles

# of cases via email

Total cases created

NEW QUESTION 54
Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?

Enable Omni Channel in Setup.

Assign Users to the Omni Channel Feature License.

Assign Users to Omni Channel permissions.

Contact Salesforce to have Omni Channelenabled.

NEW QUESTION 55
When a Self Service Portal User adds a Case Comment the following actions take place:

An email is automatically sent to the case owner

A Workflow rules is activated

AnAssignment Rule is Activated

None of the above

NEW QUESTION 56
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.

NEW QUESTION 57
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?

Select two Twitter or Facebook accounts.

Create and assign permission sets to give agents social account access.

Retrieve Social Studiocredentials.

Enable the Moderation feature to automatically create cases from posts.

NEW QUESTION 58
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

Case volume by channel.

Cases created by type.

Open cases by reason.

Average case stage duration.

NEW QUESTION 59
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

Omni-Channel

Entitlements

Case Escalation

Case Milestones

NEW QUESTION 60
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

Have agents manually create Users when Community access is requested by Customers.

Have agents provide Customers with Community registration instructions when working a case.

Identify active Customers and send them registration instructions via email.

Send email notifications toall Customers to join the Community.

NEW QUESTION 61
The Universal Containers sales team has been so successful insigning new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

Limit Customers to 5 Cases per day.

Provide a self-help Customer Community.

Add more supportphone lines.

Ask sales reps to respond to support Cases.

NEW QUESTION 62
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.

Number of outbound calls per day

Number of closed cases

Number of lead referrals

Number of attempts to contact

NEW QUESTION 63
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken beforeperforming the migration of the data (Choose 2)?

Normalize database

Perform data cleaning

Enable data validation rules

Develop data map

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