[Full-Version] 2025 Updated Salesforce Study Guide ADM-261 Dumps Questions
Newest ADM-261 Exam Dumps Achieve Success in Actual ADM-261 Exam
NEW QUESTION # 174
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 formula field on the case record to calculate percentage of escalated cases
- B. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- C. Create a bucket field on a report to calculate the percentage of escalated cases
- D. Create a case report with a custom summary formula to calculate the percentage of escalated cases
Answer: D
NEW QUESTION # 175
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Case volume by channel.
- B. Cases created by type.
- C. Open cases by reason.
- D. Average case stage duration.
Answer: D
NEW QUESTION # 176
Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the SocialCustomer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?
- A. Retrieve Social Studiocredentials.
- B. Select two Twitter or Facebook accounts.
- C. Enable the Moderation feature to automatically create cases from posts.
- D. Create and assign permission sets to give agents social account access.
Answer: C,D
NEW QUESTION # 177
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Implement Salesforce Knowledge on a portal.
- C. Enable service contracts and entitlements.
- D. Leverage Live Agent for web-based chat.
Answer: B,D
NEW QUESTION # 178
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use case teams to close
- B. Use entitlements to define a process and milestones
- C. Use escalation rules
Answer: B
NEW QUESTION # 179
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Alert
- B. Email Relay
- C. Email Template
- D. Workfl
- E. Assignment Rule
Answer: A,C,D
NEW QUESTION # 180
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
- A. Allow the user to log into Live Agent from multiple browsers.
- B. Coach users on minimizing open console tabs.
- C. Add additional components to the Lightning console.
- D. Ensure each laptop has a modern browser installed.
Answer: B,D
NEW QUESTION # 181
UC is creating an inbound customer supportcontact center to handle questions about using its products. What should be considered when designing the contact center?
- A. Automatic call distributor and interactive voice response
- B. Average handling time and first call resolution time
- C. Agent skill-based routing and predictive dialer
- D. Workforce management and customer satisfaction score
Answer: A
NEW QUESTION # 182
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Hireadditional support agents
- B. Train support agents
- C. Align agent performance goals with KPIs
- D. Reduce the cost per call
Answer: B,C
NEW QUESTION # 183
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
- A. Display articles in Salesforce Answers.
- B. Display articles with HTML, images, and links.
- C. Display articles in a public knowledge base.
- D. Publish articles to the Web using Salesforce Publisher.
Answer: B,C
NEW QUESTION # 184
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Workforce management
- B. Private branch exchange
- C. Interactive voice response
- D. Skills -based routing
Answer: D
NEW QUESTION # 185
Universal Containers wants to be able toassign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
- A. Omni-channel Skills-based routing
- B. Case Skills-based Assignment Rules
- C. Omni-channel Queue-based routing
- D. Chat Queue-based routing
Answer: C
NEW QUESTION # 186
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case snapshot report type.
- B. Create a report using the case age report type.
- C. Create a report usingthe case historical trending report type.
- D. Create a report using the case lifecycle report type.
Answer: D
NEW QUESTION # 187
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
- A. It is an intermediary between a telephony system and a Salesforce CRM call center user
- B. It allows voicemails to be captured and stored as attachments on cases
- C. It is a server based software program that controls the behavior of a Salesforce SoftPhone
- D. It utilizes the SoftPhone capability from within the Salesforce application
Answer: A,D
NEW QUESTION # 188
UC has two customer service contact centers and each focuses on a specific product line. Each contact center has a varying call volume, contributingto a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.
- A. Implement a customer self-service portal
- B. Prioritize customer calls based on their SLA
- C. Enable agents to transfer calls to other agents
- D. Cross-train agents on both product lines
Answer: A,D
NEW QUESTION # 189
A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case snapshot report type.
- B. Create a report using the case age report type.
- C. Create a report using the case lifecycle report type.
- D. Create a report using the case historical trending reporttype.
Answer: C
NEW QUESTION # 190
Caseescalation rules triggered on the last modification will be reset each time a user does which of the following actions?
- A. Adds an activity or sends an email from the case record
- B. Adds a related comment to the case
- C. Edits the case
- D. Reads the case
- E. All of the above
Answer: C
NEW QUESTION # 191
The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
- A. Create, feedback, publish, approve, consume
- B. Create, publish, feedback, approve, consume
- C. Create, approve,publish, consume, feedback
- D. Create, consume, feedback, approve, publish
Answer: C
NEW QUESTION # 192
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom Visualforce page
- B. Create a custom view on the Case tab
- C. Create a custom related list on the case
- D. Create a custom report
Answer: C
NEW QUESTION # 193
......
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed to test the knowledge and skills of professionals who are involved in administering the Salesforce Service Cloud. Service Cloud Administration certification exam is an excellent opportunity for administrators to demonstrate their expertise in configuring and managing the Service Cloud platform to enhance customer service and support.
Earning the Salesforce Certified Service Cloud Consultant certification can help professionals advance their careers in the field of Salesforce administration. It demonstrates to employers and clients that they have the skills and knowledge necessary to successfully manage Service Cloud applications. By passing the ADM-261 exam, candidates can gain a competitive edge in the job market and increase their earning potential.
Updated Salesforce ADM-261 Dumps – Check Free ADM-261 Exam Dumps: https://www.examcollectionpass.com/Salesforce/ADM-261-practice-exam-dumps.html
Valid ADM-261 exam with Salesforce Real Exam Questions: https://drive.google.com/open?id=1uAnWms0xWQshe7GU8iZ1hBDmjFsO8P-n