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Salesforce ADM-261 exam is a certification exam that focuses on Service Cloud Administration. Service Cloud is a customer service platform that allows businesses to manage customer inquiries and support requests from different channels such as email, phone, social media, and chat. The ADM-261 exam is designed for professionals who want to demonstrate their knowledge and skills in configuring and administering Service Cloud.

Salesforce ADM-261: Service Cloud Administration Exam is a valuable certification that can enhance your career opportunities in the Salesforce ecosystem. It demonstrates your expertise in Service Cloud Administration and can help you stand out from the crowd. By passing ADM-261 Exam, you can gain recognition for your skills and knowledge and advance your career in Salesforce.

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Salesforce ADM-261 (Service Cloud Administration) Exam is a certification program designed for professionals who are responsible for managing and administering Salesforce Service Cloud. ADM-261 exam is aimed at individuals who have experience in Salesforce administration and understand the fundamentals of Service Cloud. It validates their knowledge and skills in managing Service Cloud, including setting up and configuring Service Cloud features, implementing best practices, and troubleshooting common issues.

Salesforce Service Cloud Administration Sample Questions (Q272-Q277):

NEW QUESTION # 272
Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

A. A third -party mobile application platform
B. A knowledge management system
C. A workforce management system
D. An enterprise resource planning system

Answer: D

NEW QUESTION # 273
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Configure IVR routing to bypass Tier 1 for the product line.
B. Configure Omni-channel to assign cases directly to Tier 2.
C. Create Knowledge Articles and publish internally and publicly.
D. Create a dashboard to track and manage call volumes by type.

Answer: C

NEW QUESTION # 274
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A. Create at least two different article types.
B. Create at least two different approval processes.
C. Grant managers the Manage Salesforce Knowledge permission.
D. Grant managers the Manage Data Categories permission.
E. Create at least two different data categories.

Answer: A,B,C

NEW QUESTION # 275
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

A. Time to Answer
B. First Call Resolution
C. Service-Level Agreements
D. Average Handle Time

Answer: B,D

NEW QUESTION # 276
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A. Email Alert
B. Workfl
C. Assignment Rule
D. Email Template
E. Email Relay

Answer: A,B,D

NEW QUESTION # 277
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Unparalleled Salesforce Dump Check–Marvelous Latest ADM-261 Dumps Sheet

2025 ADM-261: Realistic Service Cloud Administration Dump Check 100% Pass Quiz

Salesforce Service Cloud Administration Sample Questions (Q272-Q277):

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