Salesforce ADM-261 Study Dumps, ADM-261 Reliable Exam Voucher

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Salesforce ADM-261: Service Cloud Administration Exam is a valuable certification that can enhance your career opportunities in the Salesforce ecosystem. It demonstrates your expertise in Service Cloud Administration and can help you stand out from the crowd. By passing ADM-261 exam, you can gain recognition for your skills and knowledge and advance your career in Salesforce.

Salesforce ADM-261 (Service Cloud Administration) Exam is a certification exam that focuses on the Salesforce Service Cloud platform. ADM-261 exam is designed for individuals who want to demonstrate their expertise in the administration of the Salesforce Service Cloud platform. ADM-261 exam tests an individual's knowledge and skills in areas such as managing cases, configuring service entitlements, setting up and managing Salesforce Knowledge, and creating and managing service contracts.

Salesforce ADM-261, also known as Service Cloud Administration certification, is a highly sought after certification in the Salesforce ecosystem. Service Cloud Administration certification is designed for individuals who possess the skills and knowledge required to configure and manage Service Cloud solutions within the Salesforce platform. ADM-261 Exam is intended for professionals who are responsible for implementing, configuring, and managing Service Cloud solutions for their organizations.

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Salesforce Service Cloud Administration Sample Questions (Q167-Q172):

NEW QUESTION # 167
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A. Require agents to check a box on the case when submitting a new suggested article.
B. Measure and reward agents based on the number of new articles approved for publication.
C. Create a dashboard that includes articles submitted by agents and approved for publication.
D. Measure and reward agents based on the number of new articles submitted for approval.

Answer: C,D

NEW QUESTION # 168
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Reduced support channels
B. Reduced issueresolution time
C. Increased call deflection
D. Increased call routing accuracy
E. Optimized use of resources

Answer: A,B,E

NEW QUESTION # 169
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A. Enable Social Customer Service.
B. Enable Salesforce social profile on contacts.
C. Create a Lightning Platform app for Facebook monitoring.
D. Integrate Facebook to its existing Customer Community.

Answer: B

NEW QUESTION # 170
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

A. Number of cases created using portal
B. Number of IVR inquiries without agent involvement
C. Number of cases closed by a self-service user
D. Average call handle time by team

Answer: A,C

NEW QUESTION # 171
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A. They are higher in the Role Hierarchy than a Queue Member
B. If the OWD for sharing cases is Public Read/Write/Transfer
C. They are members of that Queue
D. All of the above
E. They have a Contact Manager Profile

Answer: A,C

NEW QUESTION # 172
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