Salesforce ADM-261 Dumps

Pass the ADM-261 exam with confidence using Dumps4Solutions. Our up-to-date, reliable ADM-261 dumps ensure a high passing rate with comprehensive support

Exam Code ADM-261
Exam Name Service Cloud Administration (WI24)
Update Date 21 Jun, 2024
Total Questions 355 Questions Answers With Explanation

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What is ADM 261 certification?

Salesforce's "Service Cloud Administration" certification is commonly referred to by the ADM 261 certification. A variety of certifications are available from Salesforce to demonstrate proficiency with different facets of the company's cloud-based CRM system. The administration of the Salesforce-based Service Cloud application, which is used for customer support and service, is the primary emphasis of the Service Cloud Administration certification. The ability to configure and manage the Service Cloud application, including its features (cases, knowledge, queues, and entitlements), is demonstrated by this certification.

What role does the Salesforce ADM-261 certification play in the IT industry?

Because it verifies advanced Salesforce administrative skills, enhances job performance, and expands career options, the IT industry regards the ADM-261 certification in high regard. Employing skilled workers ensures that businesses will have better Salesforce instance management, which improves overall business performance.

What are the important topics for ADM -261 Exam?

An extensive range of subjects important to administrative professionals is covered in the administrative certification program, ADM 261. The following are some possible subjects to cover:

  • Techniques for Office Management
  • Strategies for Productivity and Time Management
  • Effective Written and Verbal Communication Skills
  • Records Administration and Document Control Superior Customer Service
  • Business Complacency and Expertise
  • Fundamentals of Project Management
  • Organizing and Managing Events
  • Administrators' Financial Management
  • Administrative Professionals' Need for Information Technology Skills
  • Legal and Ethical Aspects of Administration: Resolving Conflicts and Solving Issues
  • Teamwork and Leadership Capabilities
  • Workplace Inclusion and Diversity
  • Stress Reduction and Work-Life Harmony

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Question # 1

Universal Container wants to measure the efficient of its Contact Center.Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added

Question # 2

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A. The specific Quick Action must be added to the Case Feed.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.

Question # 3

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

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

Question # 4

Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.

A. Workflow rule
B. Validation rules on case process field
C. Escalation rule to ignore business hours based on casecriteria

Question # 5

Universal Containers is changing their case management system to Salesforce. All activeaccounts, contacts, open cases, and closed cases for the past five years must be migratedto Salesforce for go-live.Which approach should the Consultant use for data migration?

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

Question # 6

A company provides customer support for new products and for routine maintenance ofexisting products. These cases have many identical stages and fields, however, themaintenance cases are unique and have additional stages and fields that need to becaptured. Which two features would meet this requirement? Choose 2 answers 

A. Record Types
B. Support Processes
C. Approval Processes
D. Support Types

Question # 7

The Service Manager at Universal Containers is concerned that users will NOT be able tomanage cases in the Service Console efficiently and reduce clicks.Which feature should a Consultant implement to address this concern?

A. ConfigureMacros
B. Multiple Monitors Components
C. Collapsible Sidebar Components
D. Console Keyboard Shortcuts

Question # 8

Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: • Customer order history •Level of contracted support • List of replaceable parts Which system can Salesforceintegrate with to retrieve this information and make it available to techniciansin the field? 

A. An enterprise resource planning system
B. A knowledge management system
C. A workforce management system
D. A third -party mobile application platform

Question # 9

UC must provide contact center agents with access to a customer's payment history if thecall concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an externalsystem containing over 20 million records. Agents do not want to maintain separate loginsessions for Salesforce and the billing system. What solution should a consultantrecommend?

A. Create a custom web service to handle invoice inserts and updates from the billingsystem
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out

Question # 10

What key metric should a contact center manager use to evaluate the effectiveness of anew Service Cloud implementation? (Choose 2)

A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published