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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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# of Questions views:	12840
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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...

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