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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed to test the knowledge and skills of professionals who are responsible for the administration and configuration of Salesforce Service Cloud. Service Cloud is a customer service platform that helps businesses to deliver exceptional customer service experiences. The ADM-261 exam is a certification that validates the expertise of professionals in this area and helps them to advance their careers.

The Salesforce ADM-261 Exam is suitable for professionals who have experience in administering and configuring Salesforce Service Cloud. It is recommended that candidates have at least six months to one year of experience in Service Cloud Administration before attempting ADM-261 exam.

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By earning the Salesforce ADM-261 certification, you may stop worrying about the bad things that might happen and instead concentrate on the advantages of making this decision and developing new skills that will increase your chances of landing your ideal job. You should start the preparations for the Salesforce ADM-261 Certification Exam to improve your knowledge.

The ADM-261 Certification Exam consists of 60 multiple-choice questions, and candidates have 105 minutes to complete the exam. The passing score for the exam is 65%, and the exam fee is $200. Once candidates pass the certification exam, they will receive the Salesforce Certified Service Cloud Administrator credential, which is a valuable addition to their resume and can help them stand out from other professionals in the field.

Salesforce Service Cloud Administration Sample Questions (Q71-Q76):

NEW QUESTION # 71
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

A. Require that an article be added when closing a case
B. Enable and configure wildcards for article searches
C. Restrict the Manage Articles user permission
D. Set up an intuitive Data Category hierarchy

Answer: C,D

NEW QUESTION # 72
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.

A. Case dashboards
B. Case custom reports
C. Caseassignment rules
D. Case queues

Answer: C,D

NEW QUESTION # 73
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A. Enable the Service Cloud Console and Knowledge sidebar for agents.
B. Create escalation rules to re-assign cases after SLAs have expired.
C. Enable and use Chatter feed tracking onthe case object.
D. Create case teams and introduce swarming to resolve cases.

Answer: C,D

NEW QUESTION # 74
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A. Assign team-based profiles to the associated product data category value
B. Assign team-based roles to theassociated product article types
C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to the associated product article types

Answer: C

NEW QUESTION # 75
Which metric influences customer satisfaction? Choose 2 answers

A. Cost per call
B. Call quality
C. First call resolution
D. After call work

Answer: B,C

NEW QUESTION # 76
......

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Bob Lee Bob Lee

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