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Exam Code:ADM-261
Exam Name:Service Cloud Administration
Certification Provider:Salesforce
Free Question Number:153
Version:v2025-02-27
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Exam Question List
Question 1: A consultant is working on a Service Cloud implementation wi...
Question 2: Universal Containers is using the Service Cloud Console for ...
Question 3: Universal Containers' contact center manager needs to measur...
Question 4: Which feature should a Consultant configure to allow global ...
Question 5: The VP of Service at Universal Containers is looking forways...
Question 6: Universal Containers wants to display a list of open cases, ...
Question 7: A company has theserequirements for dealing with Cases: - Ha...
Question 8: In the telesales contact center, Universal Containers has th...
Question 9: A contact center manager needs to restrict who can create a ...
Question 10: Universal containers is looking for ways to provide more pro...
Question 11: Universal containers are developing a business continuity pl...
Question 12: Universal Containers has an active presence on Twitter and F...
Question 13: Universal Containers CFO is looking for ways to reducecontac...
Question 14: Universal Containers is implementing Salesforce Knowledge fo...
Question 15: Universal Containers is bringing a new division under their ...
Question 16: Universal Containers wants to offer its customers interactiv...
Question 17: Universal Containers wants to letits customers interact real...
Question 18: What is the primary function of a private branch exchange (P...
Question 19: To manage the publishing lifecycle for articles in Salesforc...
Question 20: Universal Containers has anupcomingmaintenance window where ...
Question 21: Universal Containers has activated Email-to-Case functionali...
Question 22: Universal Containers wants to shorten the average call time ...
Question 23: Service Representatives arecomplaining that their Lightning ...
Question 24: Universal Containers (UC) wants customers to be notified by ...
Question 25: What are three considerations when adding a report chart to ...
Question 26: Universal Containers would like to provide their contact cen...
Question 27: The project manager on a Service Cloud implementation is res...
Question 28: Universal Containers is launching a full line ofnew products...
Question 29: Universal Containers analyzes key performance indicators (KP...
Question 30: Which Search mechanism should be used to find Case Comments ...
Question 31: Universal Containers 'IT policy prevents third-party softwar...
Question 32: KCS (knowledge centered support) what is it? Choose 2Answers...
Question 33: Universal containers is migrating from classic knowledge to ...
Question 34: Which technology will allow a client to enable ideas on a pu...
Question 35: Universal Containers has recently implemented a Customer Com...
Question 36: The Universal Containers Contact Center has Customer Support...
Question 37: What can universal containers do to reduce costs and immedia...
Question 38: Which case submission process leverages Apex emailservices?...
Question 39: Universal Containersrequires that a case status be updated 4...
Question 40: Universal Containers wants to maintain Service Level Agreeme...
Question 41: Universal container support manager wants to share product s...
Question 42: Universal Container's customers like speaking to a live supp...
Question 43: From any queue list view, users can take ownership of one or...
Question 44: Which support channel requires the smallest amount of agent ...
Question 45: Universal Containerswants customers to have the ability to l...
Question 46: Universal Containers wants to track customer satisfaction (C...
Question 47: What are two basic concepts of Knowledge-Centered Support (K...
Question 48: Universal Containers has four internal divisions that use Sa...
Question 49: A customer has a detailed question about product functionali...
Question 50: Universal Containers had tech support and general customer t...
Question 51: The Service Manager at universalContainers manages three tea...
Question 52: Universal Containers is implementing acall center using CTI ...
Question 53: The Service Manager at Universal Containers wants to improve...
Question 54: A team of publishers hascreated and published articles in Sa...
Question 55: A consulting firm has been retained to implement a new Servi...
Question 56: What is a benefit of a quality monitoring system? Choose 2 a...
Question 57: The Support Manager at Universal Containers has determined t...
Question 58: Universal Containers (UC) is developing a strategy for suppo...
Question 59: Universal containers contact center is experiencing increase...
Question 60: UC is creating an inbound customer support contact center to...
Question 61: Universal Containers requires a scheduling solution that wil...
Question 62: Which native Service Cloud solution is used for case satisfa...
Question 63: Which feature should a Consultant recommend to allow a Tier ...
Question 64: Which three features should a Consultant recommend to allow ...
Question 65: Universal Containers knows it will be adding new Cases at a ...
Question 66: SLA says agent must respond within one hour, or if marked "u...
Question 67: A manager would like information on the knowledge base searc...
Question 68: Using standard case management capabilities, what can be ema...
Question 69: Universal Containers wants to measure the efficiency of its ...
Question 70: A client's Support Call Center has seen an increase in call ...
Question 71: Business Users have requested that the salesforce administra...
Question 72: Which two advantages does Salesforce provide with the OpenCT...
Question 73: Whendesigning a Case management solution to increase agent p...
Question 74: How is the hash mark (e.g., #salesforce) usedin chatter?...
Question 75: A manager has noticed an increase in average case age. This ...
Question 76: Universal Containers (UC) created a new mobile app that enab...
Question 77: Which Lightning Service Console featureshould be used to ena...
Question 78: Universal Containers needs to provide contact center agents ...
Question 79: UniversalContainers' agents often need to access the same ca...
Question 80: Universal Containers recently implement Service Cloud. The S...
Question 81: Support Managers have requested the ability to provide real-...
Question 82: An Inside Sales Contact Center Manager would like to assess ...
Question 83: Customer Support Agents are frustrated with how they interac...
Question 84: Milestones can be added to which three Object types? Choose ...
Question 85: A customer calls the service desk at Universal Containers. T...
Question 86: Universal Containers' support management team hasnoticed an ...
Question 87: Universal Containers is trying toreduce the amount of time s...
Question 88: A client's Support Call Center has seen an increase in call ...
Question 89: The contact center at universal containers wants toincrease ...
Question 90: UCs is implementing Salesforce Knowledge at its contact cent...
Question 91: A company has created a new onboarding process. An Agent mus...
Question 92: Universal containers wants to maintain service level agreeme...
Question 93: The Service Desk at Universal Containers is considering impl...
Question 94: A Service Consultant has been asked to design a solution for...
Question 95: Universal Containers is exploring ways to provide itscustome...
Question 96: Which system would a contact center integrate with in order ...
Question 97: The cost of service for Universal Containers' contact center...
Question 98: Universal Containers has built a custom Visualforce page cal...
Question 99: The VP of Service at Universal Containers is looking forways...
Question 100: Which feature should a consultant configure to allow global ...
Question 101: Which solution can be used to improve call deflection?...
Question 102: Universal Containers wants articles to be suggested to agent...
Question 103: Universal Containers will be launching a telesales contact c...
Question 104: A Contact Center Manager is implementing a new customer care...
Question 105: A Service Rep transfers a Live Agent Chat to another Rep. Wh...
Question 106: Universal containers want to identify potential delays in th...
Question 107: If youdelete a case, which two also get deleted? (Choose two...
Question 108: A Service Managerhas recently implemented Salesforce Knowled...
Question 109: Which search mechanism should be used to find case comments ...
Question 110: Which step should a consultant take to import articles into ...
Question 111: What is a business continuity challenge in a cloud-based con...
Question 112: Universal Containers has millions of customers in Salesforce...
Question 113: Universal Containers plans to migrate its existing knowledge...
Question 114: Universal Containers is experiencing system timeouts when ru...
Question 115: Universal Containers wants to import articles from a previou...
Question 116: What are two benefits of deploying Knowledge in Customer Com...
Question 117: What is the capability of case feed?...
Question 118: Customer support agents want theability to view customer rel...
Question 119: Universal Containers wants to be able to assign cases based ...
Question 120: A consultant has been hired to integrate a client's phone sy...
Question 121: What are two design considerations for a Live Agent implemen...
Question 122: What should a Consultant recommend to ensure Live Agentchat ...
Question 123: A Contact Center Manager is implementing a new customer care...
Question 124: Universal Containers (UC) is currently livewith Sales Cloud ...
Question 125: Which of the following measures customer portal adoption/eff...
Question 126: A report shows average time spent by agents to resolve cases...
Question 127: For which purpose should a contact center use visual workflo...
Question 128: A customer-submitted case isrouted to a service desk agent a...
Question 129: UC is in the process of implementing ServiceCloud. In which ...
Question 130: What are three best practices that should be used when deplo...
Question 131: Universal containers is implementing salesforce knowledge an...
Question 132: UniversalContainers (UC) hired in an expansion of the contac...
Question 133: Universal Containers wants to implement Omni Channel within ...
Question 134: Universal Containers purchased Knowledge and would like to i...
Question 135: Universal Containers is preparing to implement Service Cloud...
Question 136: Universal Containers has determined that case list views are...
Question 137: TheUniversal Containers' customer support organization has i...
Question 138: Milestones can be added towhich three object types? Choose 3...
Question 139: Universal Containers is using the Lightning Service Console ...
Question 140: Support process: escalation queue if notresponded in 2 hours...
Question 141: Universal Containers (UC) needs to invoke a process on an ex...
Question 142: UniversalContainers has a service level agreement (SLA) with...
Question 143: A manager has noticed an increasein average case age. This i...
Question 144: Universal Containers wants to notify Support Managers when a...
Question 145: What are benefits of deploying Knowledge in a highvolume Ser...
Question 146: The support manager at universal containershasnoticed an inc...
Question 147: A contact center agent wants to leverage subject matter expe...
Question 148: Universal containers is migrating from a legacy system to th...
Question 149: Universal Containers has a single contact center that handle...
Question 150: Universal Containers uses Live Agent to interact with custom...
Question 151: An outsourced contact center islosing part-time agents to a ...
Question 152: A company has implemented Salesforce Service Cloud. The comp...
Question 153: What key metric should a contact center manager use to evalu...