2023 Correct Practice Tests of ADM-261 Dumps with Practice Exam
Certification Sample Questions of ADM-261 Dumps With 100% Exam Passing Guarantee
The exam comprises of 60 multiple-choice questions that need to be completed within 105 minutes. The passing score for the exam is 65%, and it is recommended that the candidate have at least six months of experience working with Service Cloud before taking the exam. The exam is available in English, Spanish, French, Portuguese, Japanese, and German.
To take the ADM-261 certification exam, candidates must have a solid understanding of Salesforce administration concepts and experience working with Service Cloud. Additionally, candidates should have experience in designing and implementing Service Cloud solutions, managing data and security, and configuring automation processes. The ADM-261 exam consists of 60 multiple-choice questions and has a time limit of 105 minutes. Passing the exam requires a score of 65% or higher, and successful candidates will receive the Salesforce Certified Service Cloud Administration credential, which demonstrates their expertise in Service Cloud administration.
NEW QUESTION # 65
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Configure Service Contracts.
- B. Set up Milestones.
- C. Create an Entitlement Process.
- D. Enable Work Orders.
Answer: B,C
NEW QUESTION # 66
For which purpose should a contact center use Visual Flow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone
- B. To assign follow-up tasks to an agent one week after a case is closed.
- C. To escalate to the support manager if it has been open for more than 72hours
- D. To automatically assign cases to a specific queue based on the customer support level
Answer: A
NEW QUESTION # 67
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. Create a Lightning Platform app for Facebook monitoring.
- B. Enable Salesforce social profile on contacts.
- C. Enable Social Customer Service.
- D. Integrate Facebook to its existing Customer Community.
Answer: B
NEW QUESTION # 68
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 knownproduct bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
- A. Use Bulk API to load the product bug data into Salesforce
- B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
- C. Use Web Services API tointegrate the external database with Salesforce
- D. Create a custom product bug object and import data into Salesforce
Answer: B,C
NEW QUESTION # 69
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. Tag another chatter user
- C. Returns a link that returns a post with the samereference
Answer: C
NEW QUESTION # 70
Universal Containers initiates cases based onelectronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspectsshould the consultant consider to meet these requirements?
Choose 3 answers
- A. Visibility and accessto the work order records
- B. Account team relationship to the primary contact
- C. Case closure rules on the original case
- D. Total number of account and contact records in the database
- E. Work order and customer contact escalation requirements
Answer: A,C,E
NEW QUESTION # 71
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers
- A. Create at least two different article types.
- B. Create at least two different data categories.
- C. Grant managers the Manage Salesforce Knowledge permission.
- D. Create at least two different approval processes.
- E. Grant managers the Manage Data Categories permission.
Answer: A,C,D
NEW QUESTION # 72
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Configure Service Contracts.
- B. Set up Milestones.
- C. Create an Entitlement Process.
- D. Enable Work Orders.
Answer: B,C
NEW QUESTION # 73
A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)
- A. Average number of activities per case
- B. Average number of articles attached to a case
- C. Total number ofcases by origin
- D. Average customer satisfaction score by case
Answer: A,B
NEW QUESTION # 74
Universal Containers is implementing an entitlement process tomeasure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Monitoring the case escalation rule queue to confirm service levels are met
- B. Identifying the customer contact associated with a particular stage of a service contract
- C. Representing metrics such as first-response and resolution time on cases
- D. Displaying whether a case response complies with a customer's service level agreement
Answer: C,D
NEW QUESTION # 75
A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case snapshot report type.
- B. Create a report using the case age report type.
- C. Create a report using the case lifecycle report type.
- D. Create a report using the case historical trending reporttype.
Answer: C
NEW QUESTION # 76
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Manually re-create the Permission Sets
- B. Create an Unmanaged Package
- C. Use a Change Set
- D. Publish a Managed Package
Answer: C
NEW QUESTION # 77
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
- A. Set the article publish date to automatically display the article on the start datE.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Send an email reminder to update the article status to Published on the start date.
Answer: A
NEW QUESTION # 78
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Activate Knowledge One on the case detail page.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- D. Create a Knowledge Visualforce component on the case detail page.
Answer: B
NEW QUESTION # 79
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Project milestones
- B. Solution design document
- C. Requirements traceability matrix
- D. Project kickoff presentation
Answer: A,D
NEW QUESTION # 80
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. An Assignment Rule is Activated
- C. None of the above
- D. A Workflow rules is activated
Answer: A
NEW QUESTION # 81
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Lightning Service Console
- B. Customer Community
- C. An AppExchange Solution
- D. Field Service Lightning
Answer: D
NEW QUESTION # 82
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
- A. Coach users on minimizing open console tabs.
- B. Add additional components to the Lightning console.
- C. Ensure each laptop has a modern browser installed.
- D. Allow the user to log into Live Agent from multiple browsers.
Answer: A,C
NEW QUESTION # 83
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