ADM-261 Valid Dumps Questions | Study ADM-261 Reference

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Salesforce ADM-261: Service Cloud Administration Exam is a certification exam that is designed for professionals who want to showcase their skills and knowledge in the Service Cloud field. ADM-261 exam is a great way to validate your expertise in Service Cloud Administration and can help you in advancing your career in Salesforce.

The Salesforce ADM-261 exam is designed for Salesforce professionals who are responsible for administering and configuring the Service Cloud. These professionals are typically responsible for configuring and managing the Service Cloud, including implementing and configuring the features and functions of the Service Cloud, setting up and managing case management, and creating and managing communities. ADM-261 Exam is also suitable for professionals who are responsible for designing and implementing solutions for Service Cloud customers.

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Salesforce ADM-261 (Service Cloud Administration) Exam is a professional certification exam designed for Salesforce professionals who specialize in Service Cloud administration. ADM-261 exam is intended to validate the skills and knowledge of individuals who work with Service Cloud features and functionalities. Passing the exam demonstrates that a person has a deep understanding of the tools and techniques needed to manage and administer Salesforce Service Cloud.

Salesforce Service Cloud Administration Sample Questions (Q293-Q298):

NEW QUESTION # 293
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?

A. Add the Live Agent Component to the Utility bar.
B. Configure Omni-Channel Supervisor tab and 3rd party access.
C. Configure Live Agent Supervisor tab and Whisper Messages.
D. Configure the SOS snap-in for the Lightning Service Console.

Answer: C

NEW QUESTION # 294
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of cases escalated by agent
B. Number of solutions created by agent
C. Number of articles attached to a case
D. Number of articles created by agent

Answer: C,D

NEW QUESTION # 295
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

A. omni Channel
B. Mobile Connect
C. Contact Request
D. Field Service

Answer: D

NEW QUESTION # 296
Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

A. Add Live Agent to public-facing sites
B. Utilize KCS to manage Knowledge
C. Createa Customer Community
D. Implement SOS for mobile experience
E. Configure Chatter for public access

Answer: A,B,D

NEW QUESTION # 297
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A. Enable and use Chatter feed tracking onthe case object.
B. Enable the Service Cloud Console and Knowledge sidebar for agents.
C. Create escalation rules to re-assign cases after SLAs have expired.
D. Create case teams and introduce swarming to resolve cases.

Answer: A,D

NEW QUESTION # 298
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