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Salesforce ADM-261 Test Dumps

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Last Updated: 16-Jan-2025
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Check Our Recently Added ADM-261 Practice Exam Questions


Question # 1



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
A. Enable Work Orders.
B. Create an Entitlement Process.
C. Set up Milestones.
D. Configure Service Contracts.



B.   Create an Entitlement Process.


C.   Set up Milestones.




Question # 2



Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
A. Remove formula fields from filter criteria.
B. Remove unnecessary columns from thereports.
C. Remove date boundaries from filter criteria.
D. Remove dashboards based on long-running reports.



A.   Remove formula fields from filter criteria.




Question # 3



Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Is available for users in the partner portal
D. Indicates when records and lists are changed by others



A.   Allows Chatter Messenger to be used between agents


B.   Displays records and their related items as tabs on one screen




Question # 4



Universal Container'sagent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros. What two solutions can a consultant suggest to meet the agent's requirements? Choose 2 answers
A. Add multiple ELSE IF blocks after the IF block
B. Add conditional logic to the instructions
C. Create a formula to build the macro logic around
D. Add a formula block to the macro



C.   Create a formula to build the macro logic around


D.   Add a formula block to the macro




Question # 5



At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?
A. Build a repository of Knowledge articles related to integration and share it with the customer.
B. Enable Chatter case feed and add product development team members to the case team.
C. Create a related child case and assign the child case to the product development team.
D. Create a private Chatter group with customers and invite key individuals to join the group.



D.   Create a private Chatter group with customers and invite key individuals to join the group.




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Service Cloud Administration (SU24) Exam Dumps


Exam Code: ADM-261
Exam Name: Service Cloud Administration (SU24)

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