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Salesforce ADM-261 Test Dumps

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Last Updated: 16-Dec-2024
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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.




Question # 6



A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?
A. Define Article Types with Public Sharing Settings.
B. Define Data Categories with Custom Visibility.
C. Define Topics for each Knowledge article.
D. Define a Custom Field to identify the Subject.



C.   Define Topics for each Knowledge article.




Question # 7



Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. Approval Process that assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.



C.   Validation Rules for article record types to verify all fields during creation.


D.   Data Category to assign an article record type to a Reviewer.




Question # 8



Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?
A. Articles appearing in the Knowledge sidebar
B. Products and assets associated to the case
C. Knowledge articles attached to the case
D. Contract details related to the entitlement



C.   Knowledge articles attached to the case




Question # 9



Which application will allow a client to enable Ideas on a public website?
A. Partner portal
B. Self-service portal
C. Sites
D. Customer portal



C.   Sites




Question # 10



Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on. How should this be accomplished?
A. Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console
B. Build a customer visual force page with the list view and assign it to the console sidebar.
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Recommend openingthe case list view in a separate browser tab and use the window alongside the case view



A.   Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console



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Service Cloud Administration (SU24) Exam Dumps


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

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