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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who work with the Salesforce Service Cloud platform. Service Cloud Administration certification exam is a great opportunity for individuals who are looking to advance their careers in the field of Salesforce administration. The ADM-261 Certification Exam covers a wide variety of topics related to Service Cloud administration, including case management, contact center management, and knowledge management.

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Salesforce ADM-261, also known as the Service Cloud Administration Exam, is a certification exam designed for professionals who are responsible for managing the Service Cloud environment in Salesforce. ADM-261 Exam is designed to test the candidate's knowledge and skills related to the administration of the Service Cloud platform, including its features, functionalities, and best practices.

The ADM-261 exam covers a wide range of topics related to Service Cloud administration, including case management, contact center analytics, service console customization, and entitlements. Successful candidates will be able to demonstrate their knowledge of these topics and their ability to configure Service Cloud to meet the needs of their organization. Service Cloud Administration certification is recognized globally and can help professionals to stand out in the job market.

Salesforce Service Cloud Administration Sample Questions (Q211-Q216):

NEW QUESTION # 211
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 Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails
D. Enable Live Agent to handle incoming service inquiries

Answer: B,D

NEW QUESTION # 212
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. Require that an article be added when closing a case
B. Set up an intuitive Data Category hierarchy
C. Enable and configure wildcards for article searches
D. Restrict the Manage Articles user permission

Answer: B,D

NEW QUESTION # 213
How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A. Cases report sorted by Rep and Case Owner
B. Omni-Channel Utility Component
C. Cases report sorted by Rep and Case CreatedDate
D. Omni-Channel Supervisor tab

Answer: D

NEW QUESTION # 214
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A. Enable Omni Channel by clicking Settings in Setup
B. Assign Users to the Omni Channel Feature License
C. Contact Salesforce to have Omni Channel enabled
D. Assign Users to Omni Channel permissions

Answer: A

NEW QUESTION # 215
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A. Send email notifications toall Customers to join the Community.
B. Have agents provide Customers with Community registration instructions when working a case.
C. Identify active Customers and send them registration instructions via email.
D. Have agents manually create Users when Community access is requested by Customers.

Answer: B,C

NEW QUESTION # 216
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Salesforce ADM-261 Valid Exam Papers | Reliable ADM-261 Exam Sample

Reliable ADM-261 Exam Sample | Examcollection ADM-261 Dumps

Salesforce Service Cloud Administration Sample Questions (Q211-Q216):

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