ADM-261 Exam Info and Free Practice Test Professional Quiz Study Materials
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The ADM-261 certification exam consists of 60 multiple-choice questions, which must be completed within 105 minutes. ADM-261 exam focuses on various topics such as Service Cloud configuration, Service Console, Case Management, Knowledge Management, and Omni-Channel Routing. To pass the exam, candidates must score a minimum of 65%. Salesforce recommends that candidates have at least six months of experience in administering Service Cloud before attempting the ADM-261 certification exam. Passing ADM-261 exam will demonstrate the candidate's proficiency in using Service Cloud to provide exceptional customer service and set them apart in the job market.
NEW QUESTION # 163
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in Salesforce Answers.
- B. Publish articles to the Web using Salesforce Publisher.
- C. Display articles with HTML, images, and links.
- D. Display articles in a public knowledge base.
Answer: C,D
NEW QUESTION # 164
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. Time-based Workflow Rules
- B. Process Builder Scheduled Actions
- C. Scheduled Reports
- D. Milestone Actions
Answer: C
NEW QUESTION # 165
Universal Containers' customer support management wants to provide proactivecommunications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
- A. Time spent by account year-to-date
- B. Escalated cases by account month-to-date
- C. High priority cases opened by account month-to-date
- D. New cases opened by account channel
Answer: B,C
NEW QUESTION # 166
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Create a Chatter group andinvite the customer to join with an external chatter user.
- B. Create a Visualforce page on the customer community portal.
- C. Set up insert Article into Social post and enable the customer community portal.
- D. Set up communication channel layouts in the object manager to use Insert Article into Social post.
Answer: C
NEW QUESTION # 167
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Create a validation rule for case survey email templates
- B. Enable the case survey object for the customer portal
- C. Utilize an AppExchange package to handle customer surveys
- D. Modify the user interface settings for the case survey sidebar
Answer: C
NEW QUESTION # 168
What is thecapability of case feed?
- A. Embed case feed functionality within a visual force page.
- B. Enable call control using the CTI case feed publisher.
- C. Switch from case feed to standard detail pages using a console component
- D. Add custom visual force pages to the case feed page layout.
Answer: A
NEW QUESTION # 169
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
- A. Create a report that display the # of articles searched during the past 2 months
- B. Report displays # of articles associated to data categories during past 2 months
- C. Report that displays # of new articles created during the past 2 months
- D. Report that displays# of cases with articles attached during the past 2 months
Answer: A,D
NEW QUESTION # 170
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Quality monitoring score
- B. Schedule adherence
- C. Agent utilization
- D. Number of calls offered
Answer: B,C
NEW QUESTION # 171
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. Send an email reminder to update the article status to Published on the start date.
- C. Create a task related to the article with a reminder set for the article start date.
- D. Create a workflow rule to update the article status to Published on the article start date.
Answer: A
NEW QUESTION # 172
Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.
- A. Migrate open and closed cases with milestones and entitlements
- B. Migrate open and closed cases without milestones and entitlements
- C. Migrate closed cases to a custom read-only object
- D. Migrate closed cases with milestones and entitlements
Answer: D
NEW QUESTION # 173
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Accepts email attachments larger than 10 MB
- B. Requires the use of Transport Layout Security (TLS)
- C. Accepts attachments from emails
- D. Handles more the 10,000 emails a day
Answer: A
NEW QUESTION # 174
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
- B. Configure the case list under custom console components so users can view the list view along with the case view
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- D. Build a customer visual force page with the list view and assign it to the console sidebar.
Answer: C
NEW QUESTION # 175
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. Visual Workflow
- B. Case Auto-Response Rules
- C. Case Assignment Rules
- D. Omni-Channel
Answer: D
NEW QUESTION # 176
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Customer Community
- B. Web -to -Case
- C. Live Agent
- D. Chatter Answers
- E. Knowledge Base
Answer: A,D,E
NEW QUESTION # 177
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Types
- B. Service Console Knowledge Components
- C. Service Console Profile Assignments
- D. Data Categoriesand Article Actions
Answer: A,B
NEW QUESTION # 178
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Set up an intuitive Data Category hierarchy
- B. Restrict the Manage Articles user permission
- C. Enable and configure wildcards for article searches
- D. Require that an article be added when closing a case
Answer: A,B
NEW QUESTION # 179
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