This page was exported from Top Exam Collection [ http://blog.topexamcollection.com ] Export date:Sun Apr 13 3:35:38 2025 / +0000 GMT ___________________________________________________ Title: [Q146-Q166] Get up-to-date Real Exam Questions for ADM-261 UPDATED [2025] --------------------------------------------------- Get up-to-date Real Exam Questions for ADM-261 UPDATED [2025] Pass Salesforce ADM-261 Exam in First Attempt Guaranteed The Salesforce ADM-261 exam is designed for Salesforce professionals who are responsible for administering and configuring the Service Cloud. These professionals are typically responsible for configuring and managing the Service Cloud, including implementing and configuring the features and functions of the Service Cloud, setting up and managing case management, and creating and managing communities. ADM-261 exam is also suitable for professionals who are responsible for designing and implementing solutions for Service Cloud customers.   QUESTION 146UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure thecustomer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?  Use workflow rules to send an email to the customer  Use escalation rules to assign the case to a case queue  Use auto-response rules to send an email to the customer  Use assignment rules to assign the case to a case queue QUESTION 147When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.How should a Consultant configure the Lighting Service Console to support this requirement?  Account tabs and Cases tab  Case tabs with Account subtabs  Account tab with Cases related list  Account tabs with Case Subtabs QUESTION 148Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers  On autility bar of the Lightning App  On a record Highlights Panel  On a record Activity Feed list  On the Calendar right hand panel QUESTION 149Universal Containers’ contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?  Create a bucket field on a report to calculate the percentage of escalated cases  Create a case report with a custom summary formula to calculate the percentage of escalated cases  Create a formula field on the case record to calculate percentage of escalated cases  Create a daily snapshot report of all cases and calculate percentage of escalated cases QUESTION 150Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers  Number of open cases per day  Number of new customersadded  Number of closed cases on first call  Average number of days to close cases  Number of cases escalated QUESTION 151A client’s Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.Which action should be taken to reduce the call volumes and escalations?  Create Knowledge Articles and publish internally and publicly.  Configure IVR routing to bypass Tier 1 for the product line.  Configure Omni-channel to assign cases directly to Tier 2.  Create a dashboard to track and manage call volumes by type. QUESTION 152Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.What approach should a consultant recommend to meet these requirements?  Configure Case Escalation Rules.  Define Entitlement andMilestones.  Use Process Builder with Scheduled Actions  Enable Omni-Channel Routing. QUESTION 153Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)  Chatter groups forcustomer  Mobile access to case information  Visibility into service entitlements  Predictive dialer for outbound calls QUESTION 154What is a benefit of a customercommunity? Choose 2 answers.  Eliminates the need to track service level agreements  Reduces incoming call volume  Enables customers to log inquires without contacting an agent  Eliminates the need for support agents QUESTION 155Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.Which type of Community license should be used to meet these requirements?  Company Community  Employee Community  Customer Community  Partner Community QUESTION 156Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)  Only one inbound email address can be used for Email-to-Case  Follow-up emails and attachments related to a case are attached to the case  Assignment, escalation, and workflow rules are processed on inbound emails  Follow-up emails related to a case will update the case comments QUESTION 157Universal 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?  Employee Community  Partner Community  Reseller Community  Customer Community QUESTION 158Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers  The specific Quick Action must be added to the CaseFeed.  Global Actions need to be on the publisher layout.  The specific Quick Action must be added to the Case record page.  Quick Actions must be enabled in the org. QUESTION 159A company receives support requests through a variety of email addresses and web forms for different parts of the business.Which featurecombination will ensure that cases are efficiently handled by the most appropriate representatives?  Case Assignment Rules, Queues, Chatter Groups, Live Agent  Case Assignment Rules, Queues, Public Groups, Omni-Channel  Escalation Rules, Queues, Chatter Groups, Omni-Channel  Escalation Rules, Queues, Public Groups, Live Agent QUESTION 160For which purpose should a contact center use Visual Flow?  To assign follow-up tasks to an agent one week after a case is closed.  To automatically assign cases to a specific queue based on the customer support level  To escalate to the support manager if it has been open for more than 72hours  To automate business processes for agents who troubleshoot customer support issues via phone QUESTION 161UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?  Assign team-based roles to the associated product article types  Assign team-based profiles to the associated product article types  Assign team-based roles to the associated product data category value  Assign team-based profiles to the associated product data category value QUESTION 162Which technology will allow aclient to enable ideas on a public website? There are two correct answers.  Force.com Sites  Customer portalPartner portal  Self-service portal  Partner portal  Force.com Web Services API QUESTION 163Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:* Agents need to collaborate with other teams.* The product development team needs to be alerted on high-priority cases for specific products.Which solution will meet these requirements?  Use Process Builder for notifications and case teams to monitor cases.  Use Process Builder for notifications and account teams to monitor cases.  Use escalation rules for notifications and account teams to monitor cases.  Use escalation rules for notifications and case teams to monitor cases. QUESTION 164Universal 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?  Email-to-Case  web-to-Case  An AppExchange package  On-Demand Email-to-Case QUESTION 165UC must provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?  Create a custom web serviceto handle invoice inserts and updates from the billing system  Create a custom tab of type URL that displays a search page from the billing system  Import payment data into Salesforce and add to the contact page layout related list  Create a Visualforce page that retrieves payment information via a Web Service call-out QUESTION 166UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.  Track social sentiment across social media outlets  Improve the training provided to existing agents  Hire more agents for the contact centers  Configure entitlements and milestones to enforce SLAs  Loading … The ADM-261 exam consists of 60 multiple-choice questions, which must be completed within 105 minutes. To pass the exam, candidates must score at least 65%. ADM-261 exam is available in multiple languages, including English, Spanish, French, German, and Japanese. ADM-261 exam can be taken online or in-person at a Salesforce testing center.   Salesforce ADM-261 Study Guide Archives : https://www.topexamcollection.com/ADM-261-vce-collection.html --------------------------------------------------- Images: https://blog.topexamcollection.com/wp-content/plugins/watu/loading.gif https://blog.topexamcollection.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2025-04-11 15:09:08 Post date GMT: 2025-04-11 15:09:08 Post modified date: 2025-04-11 15:09:08 Post modified date GMT: 2025-04-11 15:09:08