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Salesforce ADM-261 Certification exam is a comprehensive test that covers a wide range of topics related to Service Cloud administration. ADM-261 exam tests the candidate's knowledge of various Service Cloud features, including Case Management, Knowledge Management, Service Console, Omni-channel Routing, and Service Analytics. ADM-261 Exam also tests the candidate's ability to perform various tasks related to Service Cloud administration, such as managing users, data, and security.

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Salesforce Service Cloud Administration Sample Questions (Q209-Q214):

NEW QUESTION # 209
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A. Enable service contracts and entitlements
B. Implement Service Cloud console to support agents
C. Leverage Live Agent for web-based chat
D. Implement Salesforce Knowledge on a portal

Answer: C,D

NEW QUESTION # 210
UniversalContainers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

A. Activate quick test
B. Deploy Pre-Chat form
C. Configure LiveMessage
D. Create quick actions

Answer: A,B

NEW QUESTION # 211
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A. Number of cases in each status
B. Number of cases by type by owner
C. Number of cases created sorted by order
D. Number of solutions created per agent

Answer: B,C

NEW QUESTION # 212
Universal Containers (UC) wants to implement Service Cloud usingAgile methodology. How should the consultant recommend delivering a successful implementation?

A. set a cutoff date of 1.5 months before user acceptance testing for any change requests.
B. Schedule a meeting with the UC executives at the start of the project to generate all the requirements.
C. Deliver the entire project simultaneously so as to present UC with a completed solution.
D. Generate continuous feedback from the project team, and adjust therequirements and deliverables accordingly.

Answer: D

NEW QUESTION # 213
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 # 214
......

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