Free PDF ADM-261 - Service Cloud Administration–Reliable VCE Dumps

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The Salesforce ADM-261 (Service Cloud Administration) Exam is a certification exam that focuses on the Salesforce Service Cloud platform. This exam is designed for individuals who want to demonstrate their expertise in the administration of the Salesforce Service Cloud platform. The 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 (Service Cloud Administration) Certification Exam is designed for professionals who want to enhance their skills and knowledge in providing exceptional customer service using Salesforce Service Cloud. The exam measures the candidate's ability to configure and manage the Service Cloud platform, understand its features and functionality, and use it to solve complex customer service issues. This certification is ideal for individuals who work as Service Cloud Administrators, Service Managers, or Consultants.

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Salesforce Service Cloud Administration Sample Questions (Q282-Q287):

NEW QUESTION # 282
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents inreal time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

A. Omni-Channel
B. Case Auto-Response Rules
C. Case Assignment Rules
D. Visual Workflow

Answer: A

NEW QUESTION # 283
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. First call resolution
B. Average handle time
C. Customer retention
D. Upsell percentage

Answer: A,B

NEW QUESTION # 284
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Plan, Prepare, Test, Execute, Validate
B. Prepare, Plan, Validate, Execute, Test
C. Prepare, Plan, Test, Execute, Validate
D. Plan, Prepare, Validate, Execute, Test

Answer: D

NEW QUESTION # 285
UniversalContainers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A. Require agents to create Knowledge articles when opening a case.
B. Allow agents to create Knowledge articles when closing a case.
C. Add the Submit Feedback button to articles.
D. Add the Submit Feedback button on the Solutions tab.

Answer: B

NEW QUESTION # 286
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. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
B. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
C. Configure Salesforce social hub workflow for negative sentiments that automatically creates 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 # 287
......

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