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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a valuable credential for individuals who are responsible for managing and optimizing service processes in their organizations. It validates an individual's knowledge and skills in Service Cloud administration, data management, and analytics. By achieving this certification, professionals can enhance their career prospects and demonstrate their expertise in managing Service Cloud implementations.
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The ADM-261 Exam is designed to test your knowledge in various areas such as Service Cloud Console, Omni-Channel, Entitlements, Case Management, and Service Contracts. It focuses on the administration and configuration of Service Cloud, including the implementation of key features and functionality.
Salesforce Service Cloud Administration Sample Questions (Q294-Q299):
NEW QUESTION # 294
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users to a Permission Set granting the Service User license.
- B. Assign users to a Permission Set with access to the service console app.
- C. Assign users the Service User license on their User record.
- D. Assign users to a Public Group with access to the service console app.
Answer: B,C
NEW QUESTION # 295
When a Self Service Portal User adds a Case Comment the following actions take place:
- A. None of the above
- B. AnAssignment Rule is Activated
- C. An email is automatically sent to the case owner
- D. A Workflow rules is activated
Answer: C
NEW QUESTION # 296
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking toevaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Create a group of super users that will evaluate and manage articles.
- B. Send out a monthly survey to customers requesting feedback.
- C. Contact Salesforce to send a report on article efficacy.
- D. Install Knowledge Base Dashboards and Reports AppExchange package.
Answer: D
NEW QUESTION # 297
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Method for social media management
- B. Standard for managing customer support and delivery
- C. Share knowledge with the business partners
- D. Process for creating and maintaining knowledge
Answer: C,D
NEW QUESTION # 298
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- B. Activate Knowledge One within the Salesforce Console for Service.
- C. Create a Knowledge Visualforce component on the case detail page.
- D. Activate Knowledge One on the case detail page.
Answer: B
NEW QUESTION # 299
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