ADM-261 - Accurate Service Cloud Administration Valid Exam Tips

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Salesforce ADM-261 Certification is highly valued by employers as it demonstrates the candidate's ability to effectively manage Service Cloud solutions. It is considered an essential credential for professionals who work in customer service and support roles, as Service Cloud is a powerful tool for managing customer relationships. Holding this certification can increase an individual's marketability and career prospects, as it demonstrates their expertise and commitment to the Salesforce ecosystem.

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Salesforce Service Cloud Administration Sample Questions (Q225-Q230):

NEW QUESTION # 225
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

A. Configure Live Agent Skills-based Routing
B. Configure Omni-Channel withMost Available Routing
C. Configure Case Assignment Rules
D. Configure Omni-Channel with Least Active Routing

Answer: B

NEW QUESTION # 226
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access using the role hierarchy.
B. Create separate data category groups for each division and assign the category to a division profile.
C. Create a single data category group for each division and provide access using the role hierarchy.
D. Create a sharing rule for each division to provideaccess based on criteria of the article.

Answer: C

NEW QUESTION # 227
The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

A. Dynamic list updates
B. Quick Text
C. Keyboard Shortcuts
D. Multi -monitor support
E. Case hover

Answer: A,C,D

NEW QUESTION # 228
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. Track social sentiment across social media outlets
C. Hire more agents for the contact centers
D. Improve the training provided to existing agents

Answer: C,D

NEW QUESTION # 229
Universal 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?

A. Customer Community
B. Partner Community
C. Reseller Community
D. Employee Community

Answer: B

NEW QUESTION # 230
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