Summer Certification Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code = getmirror

Home
Salesforce
Salesforce Consultant
ADM-261
Service Cloud Administration (SU24) Questions and Answers

Pass the Salesforce Consultant ADM-261 Questions and answers with ExamsMirror

Practice at least 50% of the questions to maximize your chances of passing.

Exam ADM-261 Premium Access

View all detail and faqs for the ADM-261 exam

Go to Exam

672 Students Passed

86% Average Score

92% Same Questions

Viewing page 3 out of 11 pages

Viewing questions 21-30 out of questions

Questions # 21:

What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

Options:

Configure Lightning Guided Engagement.

Configure a Live Chat Validation Rule.

Customize the Pre-chat form.

Customize the Lightning Console chat page.

Answer

Questions # 22:

Universal Containers wants to provide a more consistent service experience to itscustomers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

Options:

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.

Answer

A, B, D

Questions # 23:

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

Options:

Enable Work Orders.

Create an Entitlement Process.

Set up Milestones.

Configure Service Contracts.

Answer

B, C

Questions # 24:

How should a consultant providesuggested articlefunctionality to lightning service console users?

Options:

Add the suggested article widget to the case page layout.

Add the knowledge component to the service console.

Create email templates with knowledge articles attached.

Add theknowledge tab to the console app.

Answer

Questions # 25:

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with theserestrictions?

Options:

Customer Community

Field Service Lightning

SOS Video Chat

Salesforce Knowledge

Answer

Questions # 26:

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must bemigrated to Salesforce for go-live.

Which approach should be used for the data migration?

Options:

Prepare, Plan, Test, Execute, Validate

Plan, Prepare, Test, Execute, Validate

Prepare, Plan, Validate, Execute, Test

Plan, Prepare, Validate, Execute, Test

Answer

Questions # 27:

Universal containers is planning to provide different levels of support tocustomers in order to ensure its agents are working within the confines of the service level agreement.

Which feature should the consultant consider?

Options:

Entitlements

Omni-channel

Case milestones

Case escalation

Answer

A, B, D

Questions # 28:

Milestones can be added towhich three object types?

Choose 3 Answers

Options:

Work order

Case

Service

Entitlement

Account

Answer

A, B, D

Questions # 29:

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

Options:

Increased call deflection

Increased call routing accuracy

Reducedissue resolution time

Reduced support channels

Optimized useof resources

Answer

C, D, E

Questions # 30:

Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and trackthe status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?