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Passing the ADM-261 Exam is a significant achievement for professionals who work with the Salesforce Service Cloud platform. It demonstrates their expertise in using the platform to manage customer service and support operations, and their ability to design and implement effective solutions that meet the needs of their organization. Service Cloud Administration certification can also open up new career opportunities, such as consulting or management roles, and increase earning potential.

Salesforce Service Cloud Administration Sample Questions (Q255-Q260):

NEW QUESTION # 255
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implementthis requirement?

A. Salesforce Console for Service
B. Process Builder
C. Auto launch flow
D. Visualforce custom page

Answer: A

NEW QUESTION # 256
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A. Define a data category called FAQ and assign category visibility to users in the contact centre role.
B. Create an FAQ article type and configure theenable suggested articles option in support settings.
C. Create an FAQ article type and enable the submit articles feature on the case close page layout.
D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

Answer: C

NEW QUESTION # 257
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a bucket field on a report to calculate the percentage of escalated cases
B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
D. Create a formula field on the case record to calculate percentage of escalated cases

Answer: B

NEW QUESTION # 258
Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

A. Computer Telephone Integration
B. Social Customer Service
C. Interactive Voice Response
D. Live Agent

Answer: B,D

NEW QUESTION # 259
Universal Containers wants to provide its resellers a secure portal where they can manage their customeraccounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Reseller Community
B. Employee Community
C. Customer Community
D. Partner Community

Answer: D

NEW QUESTION # 260
......

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2025 ADM-261 Latest Test Cram | High Hit-Rate 100% Free Service Cloud Administration New Practice Questions

ADM-261 New Practice Questions - Valid ADM-261 Study Materials

Salesforce Service Cloud Administration Sample Questions (Q255-Q260):

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