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Service Cloud Administration (WI24)

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Question # 1

Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

Options:

A.  

Escalation rules

B.  

Case teams

C.  

Workflow rules

D.  

Auto-response rules

Discussion 0
Question # 2

Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

Options:

A.  

Email Alert

B.  

Email Relay

C.  

Email Template

D.  

Assignment Rule

E.  

Workfl

Discussion 0
Question # 3

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Options:

A.  

Approval Process that assigns an Article to a Reviewer Queue.

B.  

Knowledge Action to Publish an Article once the Article is approved.

C.  

Validation Rules for article record types to verify all fields during creation.

D.  

Data Category to assign an article record type to a Reviewer.

Discussion 0
Question # 4

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

Options:

A.  

The report chart is added to the Page Layout.

B.  

The report is shared with a Chatter Group.

C.  

The report is a Summary or Matrix report.

D.  

The report contains a chart.

E.  

The report hasa standard Report Type.

Discussion 0
Question # 5

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

Options:

A.  

Customer Community

B.  

Field Service Lightning

C.  

SOS Video Chat

D.  

Salesforce Knowledge

Discussion 0
Question # 6

UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:

Support attachments up to 20MB per inquiry

Over 10,000 inquiries per day

Which solution should a consultant recommend to meet these requirements?

Options:

A.  

Email-to-Case

B.  

Web-to-Case

C.  

On-Demand Email-to-Case

D.  

Customer Chatter groups

Discussion 0
Question # 7

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)

Options:

A.  

Only one inbound email address can be used for Email-to-Case

B.  

Follow-up emails and attachments related to a case are attached to the case

C.  

Assignment, escalation, and workflow rules are processed on inboundemails

D.  

Follow-up emails related to a case will update the case comments

Discussion 0
Question # 8

Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploysolutions should a consultant to ensure skills-based routing is operational in Production?

Options:

A.  

Change Sets

B.  

Mass Transfer Records

C.  

Data Import Wizard

D.  

Data Loader

Discussion 0
Question # 9

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

Options:

A.  

It is a server based software program that controls the behavior of a Salesforce SoftPhone

B.  

It is an intermediarybetween a telephony system and a Salesforce CRM call center user

C.  

It utilizes the SoftPhone capability from within the Salesforce application

D.  

It allows voicemails to be captured and stored as attachments on cases

Discussion 0
Question # 10

Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

Options:

A.  

Contacts

B.  

Products

C.  

Service contracts

D.  

Case history

Discussion 0
Question # 11

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

Options:

A.  

An outbound message to a middleware platform to provide map details

B.  

A mashup integration on the Account page to a third-party mapping service

C.  

A Web Service call-out that retrievesmap details from the backend system

D.  

A custom tab of type URL that displays a map image of customer location

Discussion 0
Question # 12

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

Options:

A.  

Migrate closed cases with milestones and entitlements

B.  

Migrate open and closed cases with milestones and entitlements

C.  

Migrate open and closed cases without milestones and entitlements

D.  

Migrate closed cases to a custom read-only object

Discussion 0
Question # 13

Universal containers wants to provide its 20 million customers with a portal where they can:

- Submit inquiries,

- Monitor the status of those inquiries,

- View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

Options:

A.  

Customer Community

B.  

Partner Community

C.  

Employee Community

D.  

Sites

Discussion 0
Question # 14

UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

Options:

A.  

Auto launch flow

B.  

Salesforce Console for Service

C.  

Visualforce custom page

D.  

Process Builder

Discussion 0
Question # 15

Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options:

A.  

Contact Salesforce to send a report on article efficacy.

B.  

Send out a monthly survey to customers requesting feedback.

C.  

Install Knowledge Base Dashboards and Reports AppExchange package.

D.  

Create a group of super users that will evaluate and manage articles.

Discussion 0
Question # 16

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers

Options:

A.  

Omni-Channel

B.  

Publisher Actions

C.  

Macros

D.  

Quick Text

E.  

Chatter

Discussion 0
Question # 17

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.

Which solution should a Consultantrecommend to meet this requirement?

Options:

A.  

Implement Field Service Lightning.

B.  

Integrate with an enterprise resource planning system.

C.  

Develop and publish a knowledge management system

D.  

Configure Visual Flows on Salesforce mobile.

Discussion 0
Question # 18

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

Options:

A.  

Assign a global team of experienced agents and leaders to create a common design template and report structure.

B.  

Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.

C.  

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D.  

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

Discussion 0
Question # 19

Universal containers is planning to provide different levels of support tocustomers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Options:

A.  

Entitlements

B.  

Omni-channel

C.  

Case milestones

D.  

Case escalation

Discussion 0
Question # 20

A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

Options:

A.  

The Customer is shown the new Rep's name

B.  

Both Service Reps can chat with the customer

C.  

The chat transcripts and case are transferred

D.  

The Customer doesn't know they were transferred

Discussion 0
Question # 21

What statement is true about the Salesforce Knowledge article lifecycle?

Options:

A.  

Approval process CANNOT allow publishingof articles that have specific validation statuses

B.  

Article permission sets allow agents to participate in the article publishing process

C.  

Articles CANNOT be published until they are reviewed and validated by a qualified author

D.  

Knowledge uses public groups as a way to assign users to specific tasks related to articles

Discussion 0
Question # 22

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?

Options:

A.  

Email-to-Case

B.  

web-to-Case

C.  

An AppExchange package

D.  

On-Demand Email-to-Case

Discussion 0
Question # 23

A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Options:

A.  

Service level agreement

B.  

First call resolution

C.  

Average handle time

D.  

Customer satisfaction survey

Discussion 0
Question # 24

Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?

Options:

A.  

Partial Copy Sandbox

B.  

Administrator Sandbox

C.  

Developer Pro Sandbox

D.  

Full Sandbox

Discussion 0
Question # 25

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

Options:

A.  

Track social sentiment across social media outlets

B.  

Improve the training provided to existing agents

C.  

Hire more agents for the contact centers

D.  

Configure entitlements and milestones to enforce SLAs

Discussion 0
Question # 26

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

Options:

A.  

Customize the lightning console that page.

B.  

Configure a chat validation rule.

C.  

Customize the pre-chat form.

D.  

Configure lightning guidedengagement.

Discussion 0
Question # 27

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

Options:

A.  

Assign team-based roles to theassociated product article types

B.  

Assign team-based profiles to the associated product article types

C.  

Assign team-based roles to the associated product data category value

D.  

Assign team-based profiles to the associated product data category value

Discussion 0
Question # 28

Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

Options:

A.  

Case queues

B.  

Case custom reports

C.  

Case assignment rules

D.  

Case dashboards

Discussion 0
Question # 29

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning KnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Options:

A.  

Upload the files as Documents, then relate them to the migrated Articles.

B.  

Use the Lightning Knowledge MigrationTool and choose 'include files'.

C.  

Use the Files Related List on each article to add files to your articles.

D.  

Post the Files to the Chatter Feed on each Article.

Discussion 0
Question # 30

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.

Which method should a consultant recommend for importing thisdata into universal containers service cloud instance

Options:

A.  

Bulk Data Transfer API

B.  

Java Language Specific Toolkit

C.  

Data Integration via SOAP API

D.  

Cloud-to-Cloud Integration Toolkit

Discussion 0
Question # 31

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

Options:

A.  

Articles appearing in the Knowledge sidebar

B.  

Products and assets associated to the case

C.  

Knowledge articles attached to the case

D.  

Contract details related to the entitlement

Discussion 0
Question # 32

Universal Containers needs to customize Salesforce to improve its Support Agents' experience so they can work moreefficiently.

Which two features requires Service Cloud?

Options:

A.  

Open multiple case records as tabs and sub tabs

B.  

Unique page layouts for each Case Record Type

C.  

Utility Bar

D.  

Access to Knowledge Articles

Discussion 0
Question # 33

An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

Options:

A.  

Mix telephony interactions with email and chat

B.  

Extend benefits to part-time agents

C.  

Provideadditional training on tools and process

D.  

Allow shift trading between agents

Discussion 0
Question # 34

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 in real time. Universal Containers allow customers to contact agents through phone and chat.

Which solution should be implemented to support this?

Options:

A.  

Omni-Channel

B.  

Case Auto-Response Rules

C.  

Visual Workflow

D.  

Case Assignment Rules

Discussion 0
Question # 35

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

Options:

A.  

Hire contact center representatives that specialize in each of the product categories.

B.  

Make contact center representatives accessible 24/7 to distribute the call volume.

C.  

Redirect users from the company site to social media forums about the products.

D.  

Make knowledge base articles and community answers accessible on its website.

Discussion 0
Question # 36

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

Options:

A.  

Information Technology (IT) help desk

B.  

Telesales center

C.  

Human Resources (HR) help desk

D.  

Telemarketing center

Discussion 0
Question # 37

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

Options:

A.  

Create multiple CSV files, one for each article type

B.  

Create HTML files referencing image to be uploaded

C.  

Match each new article to an existing article type

D.  

Create a single CSV file, including all article types

E.  

Load all articles with the Apex data loader tool

Discussion 0
Question # 38

Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

Options:

A.  

Enable the case survey object for the customer portal

B.  

Utilize an AppExchange package to handle customer surveys

C.  

Create a validation rule for case survey email templates

D.  

Modify the user interface settings for the case survey sidebar

Discussion 0
Question # 39

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

Options:

A.  

Service Console Macros

B.  

Lightning Guided Engagement

C.  

Path for Cases

D.  

Lightning Flow Component

Discussion 0
Question # 40

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Options:

A.  

Communities

B.  

ChatterQuestions

C.  

Public Knowledge

D.  

Field Service

E.  

Macros

Discussion 0
Question # 41

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which measurecan satisfy this requirement?

Options:

A.  

Customer Satisfaction

B.  

Customer Engagement Score

C.  

Net Promoter Score

D.  

Service-Level Measure

Discussion 0
Question # 42

A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet thisrequirement?

Options:

A.  

Lightning Service Console

B.  

An AppExchange Solution

C.  

Field Service Lightning

D.  

Customer Community

Discussion 0
Question # 43

UniversalContainers plans to migrate data into SFDC from a legacy system. Which step should be taken before performing the migration of the data (Choose 2)?

Options:

A.  

Normalize database

B.  

Perform data cleaning

C.  

Enable data validation rules

D.  

Develop data map

Discussion 0
Question # 44

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

Options:

A.  

Use an escalation rule to move cases into the product manager queue

B.  

Use Chatter case feed and case teams to monitor cases

C.  

Use anassignment rule to assign new cases to the product manager

D.  

Use a workflow rule to send an email to the product manager

Discussion 0
Question # 45

Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

Options:

A.  

Open CTI

B.  

Macros

C.  

Local Presence

D.  

Lightning Dialer

Discussion 0
Question # 46

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

Options:

A.  

Assignment rules

B.  

Validation rules

C.  

Workflow rules

D.  

Auto-response rules

Discussion 0
Question # 47

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

Options:

A.  

A separate .csv import file is uploaded for each data category

B.  

Attachments and .html files must be referenced in acorresponding .zip file

C.  

Each article must be associated to an article type

D.  

One .csv import file is uploaded for all article types

E.  

A separate .csv import file is uploaded for each article type

Discussion 0
Question # 48

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

Options:

A.  

Salesforce for Twitter

B.  

Live Agent

C.  

Salesforce Knowledge

D.  

Open CTI

Discussion 0
Question # 49

Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

Options:

A.  

Create three article types for each product area (Personal Banking, Mortgage, CD).

B.  

Create three data categories for each product area (Personal Banking, Mortgage, CD).

C.  

Create two data categories to display information (Question/Answer, Product Info).

D.  

Create two article typesto display information (Question/Answer, Product Info).

Discussion 0
Question # 50

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

Options:

A.  

To provide online security threat information

B.  

To provide live and historical data on system performance

C.  

To provide information planning planned maintenance

D.  

To provide live support for system and data backup

E.  

To provide best practices for continuity plans

Discussion 0
Question # 51

Universal Containers wants to provide its customers with more support options.

Which three should a Consultant recommend?

Choose 3 answers

Options:

A.  

Create a Customer Community

B.  

UtilizeKCS to manage Knowledge

C.  

Add Live Agent to public-facing sites

D.  

Configure Chatter for public access

E.  

Implement SOS for mobile experience

Discussion 0
Question # 52

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.

* Average handle time (AHT)

* Adherence to service level agreements (SLAs)

Which data source would Universal Containers need in order to gather this information? Choose 3 answers

Options:

A.  

Automatic Call Distributor (ACD)

B.  

Entitlements

C.  

Workflow Management (WFM)

D.  

Chat log history

E.  

Interactive Voice Response (IVR)

Discussion 0
Question # 53

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

Options:

A.  

Configure Omni-Channel Supervisor tab and 3rd party access.

B.  

Configure Live Agent Supervisor tab and Whisper Messages.

C.  

Add the Live Agent Component to the Utility bar.

D.  

Configure the SOS snap-in for the Lightning Service Console.

Discussion 0
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