ADM-261 Exam Dumps Free & ADM-261 High Quality

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Salesforce ADM-261 Exam is intended for professionals who have experience in administering Salesforce Service Cloud, such as system administrators, business analysts, and consultants. To take ADM-261 exam, candidates are required to have a solid understanding of Service Cloud features and functionality, including case management, entitlements, knowledge management, and Service Cloud Console customization. Additionally, candidates should have experience in configuring and managing Salesforce integrations, such as with Salesforce CPQ and Salesforce Field Service.

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Salesforce Service Cloud Administration Sample Questions (Q268-Q273):

NEW QUESTION # 268
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable suggested articles on new cases.
B. Enable article customization for open cases.
C. Enable article submission during case close.
D. Enable agents to create their own personal articles.
E. Create an email template to send articles as PDF attachments.

Answer: A,C,E

NEW QUESTION # 269
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Omni-Channel
B. Publisher Actions
C. Quick Text
D. Macros
E. Chatter

Answer: B,C,D

NEW QUESTION # 270
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
B. Create case page layouts for each interactionchannel and assign them to different agent profiles.
C. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
D. Createmultiple agent console applications and configure the Iayout based on the user's requirements.

Answer: A

NEW QUESTION # 271
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?

A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.

Answer: C

NEW QUESTION # 272
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A. Create a separate .csv for each article type
B. Use the data loader to import unstructured articles
C. Use change sets to import data categories
D. Map articles with HTML sections to rich text area fields

Answer: B,D

NEW QUESTION # 273
......

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ADM-261 Exam Dumps Free & ADM-261 High Quality

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Salesforce Service Cloud Administration Sample Questions (Q268-Q273):

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