ADM-261 Exam Questions - Service Cloud Administration Exam Tests & ADM-261 Test Guide

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The ADM-261 Certification Exam covers a wide range of topics related to Service Cloud, including case management, omni-channel, entitlements, Service Cloud console, Knowledge Management, and Salesforce Communities. Candidates should have a deep understanding of these topics and should also know how to configure and administer Service Cloud to meet different business requirements.

To prepare for the ADM-261 examination, candidates should have completed the Service Cloud Administration course offered by Salesforce. This course covers all the concepts and topics necessary to pass the certification exam. In addition, candidates should have practical experience working with Service Cloud as an administrator, consultant, or implementation specialist. This practical experience will help them understand the real-world challenges of Service Cloud administration.

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Salesforce ADM-261 Exam, also known as the Service Cloud Administration exam, is an industry-recognized certification that validates the skills and knowledge of professionals in managing and administering Service Cloud applications. ADM-261 exam is designed for individuals who are responsible for configuring and managing a Service Cloud environment, including case management, contact center operations, and service console customization. It is an advanced-level certification that requires candidates to have a deep understanding of Salesforce Service Cloud features, functionality, and best practices.

Salesforce Service Cloud Administration Sample Questions (Q84-Q89):

NEW QUESTION # 84
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access based on criteria of the article.
B. Create a single data category group for each division and provide access using the role hierarchy.
C. Create a sharing rule for each division to provide access using the role hierarchy.
D. Create separate data category groups for each division and assign the category to a division profile.

Answer: B

NEW QUESTION # 85
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A. External users can subscribe to Answers
B. Escalate a question to a case
C. Answers can be exposed to partner portal users
D. Knowledge articles can be created from Answers
E. Select best answers for questions.

Answer: B,D,E

NEW QUESTION # 86
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A. Enable Work Orders.
B. Configure Service Contracts.
C. Create an Entitlement Process.
D. Set up Milestones.

Answer: C,D

NEW QUESTION # 87
Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. On-demand email to case
B. Email to care with Site
C. Email to case with web to case
D. On-demand email to case with sites

Answer: C

NEW QUESTION # 88
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. Customer retention
B. Average handle time
C. Upsell percentage
D. First call resolution

Answer: B,D

NEW QUESTION # 89
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ADM-261 Exam Questions - Service Cloud Administration Exam Tests & ADM-261 Test Guide

ADM-261 Reliable Exam Simulations - New ADM-261 Learning Materials

Salesforce Service Cloud Administration Sample Questions (Q84-Q89):

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