[Dec-2024] Salesforce ADM-261 Exam: Basic Questions With Answers
New 2024 Realistic Free Salesforce ADM-261 Exam Dump Questions and Answer
The ADM-261 exam consists of 60 multiple-choice questions that are delivered in a proctored, timed format. Candidates are given 105 minutes to complete the exam and must achieve a passing score of 65% or higher to earn the certification. ADM-261 exam covers a range of topics, including Service Cloud configuration, case management, contact center management, service console customization, and analytics and reporting. Salesforce recommends that candidates have at least six months of experience working with Service Cloud before attempting the exam. Upon passing the exam, candidates will receive the Salesforce Certified Service Cloud Administrator certification, which is recognized by employers and industry professionals worldwide.
NEW QUESTION # 111
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured tomeet this requirement?
- A. Entitlement processes, milestones, milestone actions, and entitlements
- B. Entitlement processes, contracts, contract line Items, and entitlements
- C. Entitlement processes, contracts, milestones, and milestone actions
- D. Entitlement processes, contract line items, milestones, and entitlements
Answer: A
NEW QUESTION # 112
For which purpose should a contact center use visual workflow?
- A. To automatically assign cases to a specific queue based on the customer support level.
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To automate business processes for agents who troubleshoot customer support issues via phone.
- D. To escalate a case to the support manager if it has been open for more than 72 hours.
Answer: C
NEW QUESTION # 113
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. An email is automatically sent to the case owner
- B. None of the above
- C. An Assignment Rule is Activated
- D. A Workflow rules is activated
Answer: A
NEW QUESTION # 114
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Email-to-Case
- D. Salesforce for Outlook
Answer: C
NEW QUESTION # 115
Customer Community toprovide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers the ability to collaborate
- B. Allows customers to search a knowledge base.
- C. Allows customers to customize their user interface
- D. Allows customers to customize reports and dashboards
Answer: A,B
NEW QUESTION # 116
Universal containers uses social media to monitor new trends and issuesthat require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- B. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- C. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- D. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
Answer: D
NEW QUESTION # 117
What is a benefit of a customercommunity? Choose 2 answers.
- A. Eliminates the need to track service level agreements
- B. Reduces incoming call volume
- C. Eliminates the need for support agents
- D. Enables customers to log inquires without contacting an agent
Answer: B,D
NEW QUESTION # 118
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs and Cases tab
- C. Case tabs with Account subtabs
- D. Account tabs with Case Subtabs
Answer: A
NEW QUESTION # 119
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?
- A. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: A
NEW QUESTION # 120
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, publish, feedback, approve, consume
- B. Create, approve,publish, consume, feedback
- C. Create, feedback, publish, approve, consume
- D. Create, consume, feedback, approve, publish
Answer: B
NEW QUESTION # 121
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. Implement Email-To-Case
- B. Implement Macros
- C. Enable the support setting for default email templates
- D. Implement Quick Text
- E. Enable the Support Process for default email templates
Answer: B,C,D
NEW QUESTION # 122
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
- A. Define Data Categories with Custom Visibility.
- B. Define a Custom Field to identify the Subject.
- C. Define Article Types with Public Sharing Settings.
- D. Define Topics for each Knowledge article.
Answer: D
NEW QUESTION # 123
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?
- A. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
- B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
- C. Create multiple agent console applications and configure the Iayout based on the user's requirements.
- D. Create case page layouts for each interaction channel and assign them to different agent profiles.
Answer: A
NEW QUESTION # 124
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
- A. Follow-up emails and attachments related to a case are attached to the case
- B. Assignment, escalation, and workflow rules are processed on inbound emails
- C. Only one inbound email address can be used for Email-to-Case
- D. Follow-up emails related to a case will update the case comments
Answer: A,D
NEW QUESTION # 125
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 a unique case page layout for each channel grouping.
- B. Create a service cloud console to support all channel groupings.
- C. Create an agent role for each channel grouping.
- D. Create an agent profile foreach channel grouping.
Answer: A
NEW QUESTION # 126
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should a Consultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Time-based Workflow Rules
- C. Scheduled Reports
- D. Milestone Actions
Answer: C
NEW QUESTION # 127
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. An AppExchange package
- C. Email-to-Case
- D. On-Demand Email-to-Case
Answer: D
NEW QUESTION # 128
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Web -to -Case
- B. Chatter Questions
- C. Live Agent
- D. Community
Answer: B,D
NEW QUESTION # 129
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Lightning Guided Engagement
- B. Macros
- C. Visual Workflow
- D. Quick Text
Answer: B,D
NEW QUESTION # 130
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