Salesforce Service Cloud Administration Certification Exam ADM-261 Practice Test

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The candidates who are familiar with Salesforce certification know that Service Cloud is part of the Salesforce platform, which enables you to embed better, faster, more effective customer support right into your Salesforce instance. ADM-261 Salesforce Service Cloud Administration certification exam is a must for experienced administrators who need to configure & maintain the Service Cloud for their organizations. When looking for online study materials to prepare for Salesforce Service Cloud Administration certification exam, you can come to ITExamShop to get the latest ADM-261 practice test to study the real questions with accurate answers as the preparation materials. Just instant download ITExamShop ADM-261 pdf file to learn all now.

Service Cloud Exam ADM-261 Free Questions For Reading

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1. A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

2. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

The report chart is added to the Page Layout.

The report is shared with a Chatter Group.

The report is a Summary or Matrix report.

The report contains a chart.

The report hasa standard Report Type.

3. A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support.

What solution should a consultant recommend to prevent the scenario from happening in the future?

Add the entitlements related list to contact records

Add the entitlement contacts related list to account records

Add the assets related list to contact records

Add the service contract related list to contact records

4. A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support.

Which solution should a consultant recommend to prevent this scenario from happening in the future?

Add the entitlement related list to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

5. A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.

What should a consultant recommend?

Define data categories with custom visibility.

Define article types with public sharing settings.

Define topics for each knowledge article.

Define a custom field to identify the subject.

6. UC wants to implement a Knowledge management process with the 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, multiple products, 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 center agents who handle the product.

How should a consultant recommend that Knowledge be configured?

Choose 3 answers.

Configure workflow rules for each data category

Configure article types for each kind of content

Define approval processes for eacharticle type

Define approval processes for each product

Configure data category values for each product

7. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.

What functionality should a consultant recommend to satisfy the UC's need?

omni Channel

Contact Request

Field Service

Mobile Connect

8. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Approval Process that assigns an Article to a Reviewer Queue.

Knowledge Action to Publish an Article once the Article is approved.

Validation Rules for article record types to verify all fields during creation.

Data Category to assign an article record type to a Reviewer.

9. Which solution can be used to improve call deflection?

Knowledge base

Community forum

Assignment rules

Web chat

Case routing

10. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking?

Choose 2 answers

Set up an intuitive Data Category hierarchy

Restrict the Manage Articles user permission

Enable and configure wildcards for article searches

Require that an article be added when closing a case

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11. Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

Reduced first contact resolution

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

12. Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

Add multiple ELSE IF blocks after the IF block

Add conditional logic to the instructions

Create a formula to build the macro logic around

Add a formula block to the macro

13. Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

Lightning Process Builder

Interaction Log

Lightning Row for Service

Path for Cases

14. Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal? Choose 2 answers

Representing metrics such as first-response and resolution time on cases

Monitoring the case escalation rule queue to confirm service levels are met

Identifying the customer contact associated with a particular stage of a service contract

Displaying whether a case response complies with a customer's service level agreement

15. Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

Social Persona tor Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Einstein Bot social queues.

16. UC has discovered that the average time an agent takes to resolve a case has increased.

What should a consultant recommend to help reverse this trend? Choose 2 answers.

Track social sentiment across social media outlets

Improve the training provided to existing agents

Hire more agents for the contact centers

Configure entitlements and milestones to enforce SLAs

17. KCS (knowledge centered support) what is it? Choose 2Answers

Standard for managing customer support and delivery

Method for social media management

Share knowledge with the business partners

Process for creating and maintaining knowledge

18. Customer Community to provide customers with a self-service option for support.

Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

Allows customers to customize their user interface

Allows customers the ability to collaborate

Allows customers to customize reports and dashboards

Allows customers to search a knowledge base.

19. UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.

How can UC measure case escalation?

Create a case report to show all cases across tiers filtered by an escalation flag.

Create an approval process to ensure only the appropriate cases get escalated.

Create a case report to show the number of cases for each tier and sort them by case owner.

Create a custom trigger to generate history when cases get escalated between tiers.

20. A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members.

What should a Consultant recommend?

Define Article Types with Public Sharing Settings.

Define Data Categories with Custom Visibility.

Define Topics for each Knowledge article.

Define a Custom Field to identify the Subject.

Page 3 of 4

21. Universal Containers has activated Email-to-Case functionality to allow customers to

correspond with support agents via email.

Which options are available with Email-to-Case? (Choose 2)

Only one inbound email address can be used for Email-to-Case

Follow-up emails and attachments related to a case are attached to the case

Assignment, escalation, and workflow rules are processed on inbound emails

Follow-up emails related to a case will update the case comments

22. Universal Containers will be launching a telesales contact center.

What should be considered in the design? Choose 2 answers.

Integration with Field service teams and apps

Strategies to maximize call deflection

Performance for high volume of interactions

Integration with Lead Generation team and apps

23. Milestones can be added to which three object types? Choose 3 Answers

Work order

Case

Service

Entitlement

Account

24. A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

The Customer is shown the new Rep's name

Both Service Reps can chat with the customer

The chat transcripts and case are transferred

The Customer doesn't know they were transferred

25. What statement is true about the Salesforce Knowledge article lifecycle?

Approval process CANNOT allow publishing of articles that have specific validation statuses

Article permission sets allow agents to participate in the article publishing process

Articles CANNOT be published until they are reviewed and validated by a qualified author

Knowledge uses public groups as a way to assign users to specific tasks related to articles

26. Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

Enable templates for written responses.

Increase the number of agents.

Improve the agent interface.

Employ surveys to confirm customer satisfaction.

27. UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.

What tool should a consultant recommend to implement this requirement?

Auto launch flow

Salesforce Console for Service

Visualforce custom page

Process Builder

28. Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

• Agents need to collaborate with other teams.

• The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

Use Process Builder for notifications and case teams to monitor cases.

Use Process Builder for notifications and account teams to monitor cases.

Use escalation rules for notifications and account teams to monitor cases.

Use escalation rules for notifications and case teams to monitor cases.

29. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers.

Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

Publish ongoing updates to the community knowledge base with details about the upgrade.

Communicate information about the upgrade to customers in advance.

Send routine status updates to customers via Chatter during the upgrade.

Replace the default outage page with a custom page containing upgrade information.

Notify customers once the upgrade is completed and full services are restored.

30. At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration.

What would the consultant recommend to expedite the handling of these cases?

Build a repository of Knowledge articles related to integration and share it with the customer.

Enable Chatter case feed and add product development team members to the case team.

Create a related child case and assign the child case to the product development team.

Create a private Chatter group with customers and invite key individuals to join the group.

Page 4 of 4

31. Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form 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?

Configure Case Assignment Rules

Configure Omni-Channel with Most Available Routing

Configure Live Agent Skills-based Routing

Configure Omni-Channel with Least Active Routing

32. Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Configure the new app m developer org and use an unmanaged package to deploy to production.

33. Which method can be used to route cases from social channels?

use Twitter-to-case and add workflow rules to the case object.

Enable Social Customer Service and add assignment rules to the case object.

Enable Social Network Profile and add workflow rules to the contact object.

Enable Social Network Profile and add assignment rules to the case object.

34. Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times.

Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

Configure Assignment Rules based on Case Priority.

Add the Entitlements related list to the Account Page Layout.

Create a Report of all active Entitlements grouped by Customers.

Configure Success, Warning, and Violation Actions for Milestones.

35. When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.

How should a Consultant configure the Lighting Service Console to support this requirement?

Account tabs and Case stab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs

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