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Service Cloud Administration ADM-261 Dumps

Passcert team new cracked Service Cloud Administration ADM-261 Dumps which contain real questions and answers for you to practice so that you can pass your exam successfully in your first time.

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Service Cloud Administration ADM-261 Dumps

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  1. ADM-261 Sample Test ADM-261 Sample Test Service Cloud Administration (SU21) Service Cloud Administration (SU21) https://www.passcert.com/ https://www.passcert.com/ADM-261 ADM-261.html .html

  2. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 1 Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.Which three statements should be considered? (Choose 3 answers) A. Attachments and .html files in Classic Knowledge are moved to the Files object. B. Visualforce pages refer to Classic article types. C. Each article must be associated to a record type. D. Approval process history migrate to Lightning Knowledge. E. Article numbers change during migration Answer: A C D 02 03 04

  3. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 2 The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles. Which solution will ensure each team sees only the relevant article type for their product? A. Create an article action for each record type and assign them to each team based on their product specialization B. Create a permission set foreach record type and assign them to each team based on their product specialization C. Create a page layout for each article type and assign them to each team based on their product specialization D. Create a data category for each product and assign themto each team bases on their product specialization Answer: D 01 02 03 04

  4. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 3 Which solution should a consultant recommend? A. Enable the knowledge sidebar related list on the case page layout. B. Create a visualforce page called knowledge sidebar on the case page layout. C. Enable the knowledge sidebar setting in the case support settings. D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout. E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console. Answer: D 01 02 03 04

  5. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 4 Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues? A. Omni Channel B. Process Builder Assignment C. Live Agent D. Case Assignment Rules Answer: A 01 02 03 04

  6. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 5 Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers A. Publish ongoing updates to the community knowledge base with details about the upgrade. B. Communicate information about the upgrade to customers in advance. C. Send routine status updates to customers via Chatter during the upgrade. D. Replace the default outage page with a custom page containing upgrade information. E. Notify customers once the upgrade is completed and full services are restored Answer: B D E 01 02 03 04

  7. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 6 Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers A. Salesforce Knowledgebase B. Chatter Groups C. Field Service Lightning D. Service Cloud SOS Answer: C, D 01 02 03 04

  8. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 7 Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month. Which reporting solution should the Consultant recommend? A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution. C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution. D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution. Answer: D 01 02 03 04

  9. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 8 Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received. How would a Consultant address this requirement? A. Configure Case Assignment Rules B. Configure Omni-Channel with Most Available Routing C. Configure Live Agent Skills-based Routing D. Configure Omni-Channel with Least Active Routing Answer: B 01 02 03 04

  10. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 9 The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud. Which two solutions should a Consultant recommend? Choose 2 answers A. Knowledge Base B. Customer Community C. Automatic Call Distribution D. Service Cloud Console Answer: A, B 01 02 03 04

  11. Download Passcert latest ADM-261 Sample Test to help you pass successfully Question 10 Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers A. Contacts B. Products C. Service contracts D. Case history Answer: A, C 01 02 03 04

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