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Salesforce ADM-261 exam is designed to test the knowledge of professionals who are responsible for administering the Service Cloud in Salesforce. ADM-261 exam is intended for individuals who have experience in managing Service Cloud applications and want to demonstrate their expertise in the field. The ADM-261 exam is a requirement for obtaining the Salesforce Certified Service Cloud Consultant certification.

Salesforce ADM-261 (Service Cloud Administration) Exam is one of the most popular and highly sought-after certifications for professionals who wish to advance their careers in the Salesforce ecosystem. ADM-261 Exam is designed to test your knowledge and skills in administering the Service Cloud platform, including managing cases, configuring and customizing the Service Cloud Console, and integrating with other Salesforce products. Passing the ADM-261 exam demonstrates your proficiency in Service Cloud administration and helps you stand out in the competitive job market.

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Salesforce Service Cloud Administration Sample Questions (Q329-Q334):

NEW QUESTION # 329
Universal Containers has an upcoming maintenance window where read-only access will be available.
Whichtwo actions will Universal Containers be able to perform during this window? Choose 2 answers

A. Post report information on Chatter.
B. Update case data for a customer.
C. Run and view Salesforce reports.
D. Review existing cases for an account.

Answer: C,D

NEW QUESTION # 330
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 Profile Assignments
C. Data Categories and Article Actions
D. Service Console Knowledge Components

Answer: A,D

NEW QUESTION # 331
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

A. Use entitlements to define a process and milestones
B. Use escalation rules
C. Use case teams to close

Answer: A

NEW QUESTION # 332
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRsare closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers

A. Relationship to the primary contact
B. Average incoming casevolume
C. RMA and FSR escalation requirements
D. Visibility and access to the RMA and FSR records
E. Case closure rules on the original case

Answer: C,D,E

NEW QUESTION # 333
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the bestsolution?

A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
C. Create case page layouts for each interaction channel and assign them to different agent profiles.
D. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

Answer: D

NEW QUESTION # 334
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