Salesforce ADM-261 Exam Braindumps, ADM-261 Valid Dumps Sheet

This ADM-261 certification assists you to put your career on the right track and helps you to achieve your career goals in a short time period. There are several personal and professional benefits that you can gain after passing the Service Cloud Administration (ADM-261) certification exam. The prominent ADM-261 certification benefits include validation of skills and knowledge, more career opportunities, instant rise in salary, quick promotion, etc.

Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who are interested in expanding their knowledge and skills in the administration of Salesforce Service Cloud. Service Cloud Administration certification exam is ideal for individuals who are responsible for the administration, management, and configuration of Salesforce Service Cloud to meet the needs of their organization. ADM-261 Exam covers a range of topics, including case management, service contracts, entitlements, knowledge management, and more.

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Salesforce Service Cloud Administration Sample Questions (Q188-Q193):

NEW QUESTION # 188
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

A. Configure article types for each kind of content
B. Configure workflow rules for each data category
C. Define approval processes for each product
D. Define approval processes for eacharticle type
E. Configure data category values for each product

Answer: A,B,E

NEW QUESTION # 189
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.

A. Enable Knowledge in a Service Cloud portal.
B. Enable Chatter for agent collaboration.
C. Create auto response templates for emails.
D. Enable Ideas in a Service Cloud portal.

Answer: A,C

NEW QUESTION # 190
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Files Related List on each article to add files to your articles.
C. Use the Lightning Knowledge MigrationTool and choose 'include files'.
D. Post the Files to the Chatter Feed on each Article.

Answer: B

NEW QUESTION # 191
UC 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.

A. Configure entitlements and milestones to enforce SLAs
B. Improve the training provided to existing agents
C. Track social sentiment across social media outlets
D. Hire more agents for the contact centers

Answer: B,D

NEW QUESTION # 192
Universal Containers has Technical Support andgeneral Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A. Assignusers to a Permission Set with access to the service console app.
B. Assign users to a Public Group with access to the service console app.
C. Assign users to a Permission Set granting the Service User license.
D. Assign users the Service User license on their User record.

Answer: A,D

NEW QUESTION # 193
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