Salesforce Service Cloud Administration Certification Exam ADM-261 Practice Test

Salesforce Service Cloud Administration Certification Exam ADM-261 Practice Test

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?

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

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?

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?

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?

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.

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?

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

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

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


 

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