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The Salesforce ADM-261 exam covers various topics related to Service Cloud administration, including managing cases, configuring Service Cloud console, setting up Entitlements and Milestones, configuring Knowledge, managing Communities, and managing Service Cloud analytics. ADM-261 exam also covers topics related to data management, including data quality, data security, and data migration.
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.
NEW QUESTION # 102
Which case submission process leverages Apex email services?
- A. Case submitted using chat
- B. Email-to-Case
- C. Web-to-Case
- D. On-demand Email-to-Case
Answer: D
NEW QUESTION # 103
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML andcontain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Set the publication status of the article tame to draft status
- B. Set up a zip file that contains theCSV, HTML, and image files.
- C. Create the custom fields for the slide type
- D. Create the data categories and set up the data category values.
- E. Set up the article actions and assign publishers to each action
Answer: B,D,E
NEW QUESTION # 104
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Access to custom objects
- B. Branded site
- C. Better reporting
- D. Simpler and easier to configure
Answer: A,B,C
NEW QUESTION # 105
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?
- A. Percent of cases closed meeting the defined SLA
- B. Percent of cases closed on first contact
- C. Percent of cases closed with an attached article
- D. Percent of cases closed with chatter posts
Answer: A
NEW QUESTION # 106
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implementto address this concern?
- A. Configure Macros
- B. Collapsible Sidebar Components
- C. Console Keyboard Shortcuts
- D. Multiple Monitors Components
Answer: A
NEW QUESTION # 107
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Reduce the number of fields displayed
- B. Filter the views by case owner
- C. Removefilter criteria from the views
- D. Restrict visibility of the views
Answer: A,B
NEW QUESTION # 108
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Elements can be used to pass data to legacy systems.
- C. Apex code must be used to pass data to legacy systems.
- D. Elements can be used to update fields in the database.
- E. Apex code must be used to update fields in the database.
Answer: A,B,E
NEW QUESTION # 109
Which application will allow a client to enable Ideas on a public website?
- A. Partner portal
- B. Sites
- C. Customer portal
- D. Self-service portal
Answer: B
NEW QUESTION # 110
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
- A. Workflow-driven outbound messaging
- B. RESTful services with GET, POST, or PUT
- C. Schedule batch Apex processing job
- D. Visualforce page APEX SOAP async callout
Answer: A
NEW QUESTION # 111
Which two configuration steps are required before quick actions can be used in Macros?
- A. Quick Actions must be enabled in the org.
- B. Global Actions needs on the publisher layout.
- C. The specific quick action must be added to the case Feed.
- D. The specific quick action must be added to the case record Type.
Answer: A,C
NEW QUESTION # 112
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. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- B. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
- D. Create an FAQ article type and configure theenable suggested articles option in support settings.
Answer: A
NEW QUESTION # 113
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. web-to-Case
- B. An AppExchange package
- C. On-Demand Email-to-Case
- D. Email-to-Case
Answer: C
NEW QUESTION # 114
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 single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provideaccess based on criteria of the article.
- 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: A
NEW QUESTION # 115
Universal Containers has basic field service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queuewhen specific case criteria are selected by an agent working the case.
Which solution will create and route the field service dispatch record when the case is saved?
- A. Use a case assignmentrule
- B. Use an Apex trigger
- C. Use a validation rule
- D. Use a workflow rule with an action
Answer: D
NEW QUESTION # 116
Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers
- A. Web -to -Case
- B. Community
- C. Chatter Questions
- D. Live Agent
Answer: B,C
NEW QUESTION # 117
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?
- A. Data loader, change sets, and Force.com Excel Connector
- B. Visual Workflow, data loader, and Force.com IDE
- C. Visual Studio Code and change sets
- D. Mass Transfer Records,change sets, and Visual Studio Code
Answer: C
NEW QUESTION # 118
Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers
- A. Web -to -Case
- B. Customer Community
- C. Knowledge Base
- D. Live Agent
- E. Chatter Answers
Answer: B,C,E
NEW QUESTION # 119
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
- A. Recovery point objective
- B. Site consolidation
- C. Open access to systems
- D. Criteria for plan activation
Answer: D
NEW QUESTION # 120
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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a comprehensive exam that measures one's knowledge and skills in administering and configuring the Salesforce Service Cloud platform. ADM-261 exam is designed for professionals who want to demonstrate their expertise in using the Service Cloud platform to manage customer service and support operations. The ADM-261 exam is part of the Salesforce Certified Service Cloud Consultant certification track, which is a highly sought-after certification by employers and professionals alike.
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