[Jan-2025] ADM-261 Dumps Full Questions - Service Cloud Consultant Exam Study Guide [Q43-Q61]

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[Jan-2025] ADM-261 Dumps Full Questions – Service Cloud Consultant Exam Study Guide

Exam Questions and Answers for ADM-261 Study Guide

NEW QUESTION 43
What process is a use case for Visual workflow? Choose 3 answers

Field validation during case creation

Cross-self promotions for representatives

Assignment of email to a case queue based on subject

Decision-based troubleshooting for representatives

Caller verification and creation of a new case

NEW QUESTION 44
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reportingimplemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

Assign a global team of experienced agents and leaders to create a common design template and report structure.

Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.

NEW QUESTION 45
Which of the following utilize the “Automated Case User” (Choose 3 answers):

When a case is automatically assigned using assignment rules this user is listed in the case history

When an emailnotification is triggered via workflow this user is listed in the case history

When a case is escalated this user is listed in the case history

When a case is created via Web-To-Case this user is listed in the case history

When a case iscreated via Email-To-Case this user is assigned as the case owner

NEW QUESTION 46
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?

Web-to-Case

Embedded Chat Service

Customer Community

Case Assignment Rules

NEW QUESTION 47
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultantintegrate into the Service Console? Choose 2 answers

Lightning Process Builder

Interaction Log

Lightning Row for Service

Path for Cases

NEW QUESTION 48
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

The specific Quick Action must be added to the CaseFeed.

Global Actions need to be on the publisher layout.

The specific Quick Action must be added to the Case record page.

Quick Actions must be enabled in the org.

NEW QUESTION 49
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

Knowledge search query with no results.

Knowledge articles with the lowest rating.

Number of knowledge articles in each data category.

Knowledge articles created by call center agents.

NEW QUESTION 50
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

Add the Knowledge Component to the Service Console.

Add theKnowledge tab to the Console app.

Create email templates with Knowledge Articles attached.

Add the Suggested Article widget to the Case page layout.

NEW QUESTION 51
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. Whatmetric should a contact center manager use to analyze this?

Percent of cases closed with an attached article

Percent of cases closed meeting the defined SLA

Percent of cases closed with chatter posts

Percent of cases closed on first contact

NEW QUESTION 52
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

Users must use Lightning Experience.

Publisher Actions used in the macros must be on the page layout.

The Macros widget or utility must be added to the console.

The Run Macros Permission must be granted to users.

The Run Macros Action must be on the page layout.

NEW QUESTION 53
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

Recommend articles during a call for a support agent

Suggest articles for a web-to-case question

Suggest articles for an email-to-case question

Recommend articles prior to a Live Agent session

NEW QUESTION 54
What should a consultant recommend to ensure chat requests containenough information for reps to effectively respond?

Customize the lightning console that page.

Configure a chat validation rule.

Customize the pre-chat form.

Configure lightning guided engagement.

NEW QUESTION 55
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

Create separate record types and page layouts for product – related and other cases and configure console components to show customer – or product related information. Assign record type based on case type

Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

NEW QUESTION 56
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

Users cannot own records

Users can download and view content

Users are not associated with a role in the hierarchy

Users can be part of a case team

NEW QUESTION 57
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

Company Community

Employee Community

Customer Community

Partner Community

NEW QUESTION 58
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

Skills -based routing

Private branch exchange

Workforce management

Interactive voice response

NEW QUESTION 59
A customer-submitted case is routed to a service desk agentat 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?

Add the entitlement relatedlist to account page layouts.

Add the entitlement lookup field to case page layouts.

Add a Validation Rule that ensures each Case has an entitlement.

Add a Validation Rule that ensures each Account has an entitlement.

NEW QUESTION 60
Universal Containers (UC) wants to implement Service Cloud usingAgile methodology. How should the consultant recommend delivering a successful implementation?

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

Generate continuous feedback from the project team, and adjust therequirements and deliverables accordingly.

Deliver the entire project simultaneously so as to present UC with a completed solution.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

NEW QUESTION 61
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

Attachments and .html files in Classic Knowledge are moved to the Filesobject.

Visualforce pages refer to Classic article types.

Each article must be associated to a record type.

Approval process history migrate to Lightning Knowledge.

Article numbers change during migration.

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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who want to demonstrate their expertise in managing and administering the Salesforce Service Cloud. Service Cloud Administration certification exam is ideal for professionals who are responsible for configuring and managing the service cloud, including customer service representatives, administrators, and consultants.

Passing the Salesforce ADM-261: Service Cloud Administration exam is an important step for anyone looking to become a certified Service Cloud Consultant. It demonstrates a high level of expertise in Service Cloud administration and the ability to design and implement solutions that meet the needs of their organization.

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