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Pdf Salesforce ADM-261 Dumps & ADM-261 Free Download Pdf

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The Salesforce ADM-261 Exam comprises 60 multiple-choice questions that candidates must answer within 90 minutes. To qualify for the certification, candidates must score at least 65%, which means they need to answer 39 or more questions correctly. Service Cloud Administration certification is ideal for professionals who work as service cloud administrators, service cloud consultants, or customer service managers, and want to enhance their career prospects by demonstrating their expertise in Salesforce Service Cloud Administration.

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Salesforce Service Cloud Administration Sample Questions (Q63-Q68):

NEW QUESTION # 63
Universal 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?

A. Configure Case Escalation Rules.
B. Use Process Builder with Scheduled Actions
C. Define Entitlement andMilestones.
D. Enable Omni-Channel Routing.

Answer: C

NEW QUESTION # 64
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?

A. Assign article managers to publication teams and specific publication states to each team.
B. Assign article managers to public groups and specific publication states to each group.
C. Assign article managers to publication teams and specific article actions to each team.
D. Assign article managers to public groups and specific article actions to each group.

Answer: D

NEW QUESTION # 65
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A. Case queues
B. Caseassignment rules
C. Case custom reports
D. Case dashboards

Answer: A,B

NEW QUESTION # 66
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in forsupport. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Set up analytical snapshots to capture key case information and create historical trending reports.
B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
C. Create a case escalation rulesto route high-priority cases directly to supervisors for resolution.
D. Set up a Salesforce Customer Community that will allow customers to create casesonline.

Answer: B,D

NEW QUESTION # 67
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A. Enable social profile andadd workflow rules to the contact object
B. Use the routing queues provided with Salesforce for Twitter and Facebook
C. Use Twitter-to-Case and add workflow rules to the case object
D. Enable social profile and add assignment rules to the case object

Answer: D

NEW QUESTION # 68
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