New 2025 Latest Questions ADM-261 Dumps - Use Updated Salesforce Exam
Latest ADM-261 Exam Dumps Salesforce Exam from Training Expert Free4Dump
Salesforce ADM-261 exam is a challenging certification program that requires a significant amount of preparation and study. It is recommended that candidates have at least six months of experience working with Service Cloud before attempting the exam. To pass the exam, candidates must score at least 65%, and the exam consists of 60 multiple-choice questions, which must be completed within 105 minutes. Successful completion of the exam results in the award of the Salesforce Certified Service Cloud Administration credential, which is recognized worldwide as a symbol of excellence in Service Cloud Administration.
NEW QUESTION # 81
Milestones can be added towhich three object types?
Choose 3 Answers
- A. Entitlement
- B. Work order
- C. Case
- D. Service
- E. Account
Answer: A,B,C
NEW QUESTION # 82
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?
- A. An enterprise resource planning system
- B. A third -party mobile application platform
- C. A knowledge management system
- D. A workforce management system
Answer: A
NEW QUESTION # 83
Support Managers have requested the ability to provide real-time feedback to Agents duringcustomer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Case Feed
- B. Omni-channel Supervisor
- C. Push Notifications
- D. Next Best Actions
Answer: B
NEW QUESTION # 84
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers
- A. Enable suggested articles on new cases.
- B. Enable article customization for open cases.
- C. Enable article submission during case close.
- D. Create an email template to send articles as PDF attachments.
- E. Enable agents to create their own personal articles.
Answer: A,C,D
NEW QUESTION # 85
Universal Containers initiates cases based onelectronic transmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspectsshould the consultant consider to meet these requirements?
Choose 3 answers
- A. Visibility and accessto the work order records
- B. Case closure rules on the original case
- C. Total number of account and contact records in the database
- D. Work order and customer contact escalation requirements
- E. Account team relationship to the primary contact
Answer: A,B,D
NEW QUESTION # 86
A Global company requires public documents to be translated intomultiple languages.
Which implementation should the consultant recommend?
- A. Lightning Knowledge
- B. Classic Knowledge
- C. Salesforce Files
- D. Salesforce Content
Answer: B
NEW QUESTION # 87
The cost of service forUniversal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Enable Live Agent to handle incoming service inquiries
- B. Create auto-response templates for incoming emails
- C. Enable Chatter for agent collaboration
- D. Enable Ideas in a customer portal
Answer: A,C
NEW QUESTION # 88
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggestto meet the agent's requirements?
Choose 2 answers
- A. Add a formula block to the macro
- B. Add conditional logic to the instructions
- C. Add multiple ELSE IF blocks after the IF block
- D. Create a formula to build the macro logic around
Answer: A,D
NEW QUESTION # 89
Which support channel requires the smallest amount of agent work time?
- A. Web self service
- B. Chat
- C. Email to case
- D. Web to case
Answer: A
NEW QUESTION # 90
What is thecapability of case feed?
- A. Embed case feed functionality within a visual force page.
- B. Switch from case feed to standard detail pages using a console component
- C. Add custom visual force pages to the case feed page layout.
- D. Enable call control using the CTI case feed publisher.
Answer: A
NEW QUESTION # 91
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define datacategories with custom visibility.
- B. Define article types with public sharing settings.
- C. Define topics for each knowledge article.
- D. Define a custom field to identify the subject.
Answer: A,B,D
NEW QUESTION # 92
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Use the routing queues provided with Salesforce for Twitter and Facebook
- C. Enable social profile andadd workflow rules to the contact object
- D. Use Twitter-to-Case and add workflow rules to the case object
Answer: A
NEW QUESTION # 93
Universal Containers (UC) is updating the ServiceCloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Deploy theconfiguration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C. Configure the new app m developer org and use an unmanaged package to deploy to production.
- D. Deploy theconfigured and tested app to production, update the agent's profile to view the app and take away access to the old app.
Answer: C
NEW QUESTION # 94
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Use a second Console session.
- B. Add History to the Utility bar.
- C. Define a custom List View.
- D. Keep all open in tabs.
Answer: B
NEW QUESTION # 95
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A. Customer view of case tab
- B. Customrelated list
- C. Custom report
- D. Custom Visual force page
Answer: D
NEW QUESTION # 96
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