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The ADM-261 exam covers a wide range of topics related to Service Cloud administration, including case management, knowledge management, service entitlements and contracts, and analytics. The exam also tests the candidate's understanding of Salesforce's Service Cloud features and functionalities, such as service console, live agent, and omni-channel routing. Passing the ADM-261 exam requires a deep understanding of Service Cloud administration and the ability to apply this knowledge to real-world scenarios. Obtaining this certification demonstrates that a professional is an expert in administering and supporting Salesforce Service Cloud and can help organizations provide exceptional customer service.

Earning the Salesforce Certified Service Cloud Consultant certification can help professionals advance their careers in the field of Salesforce administration. It demonstrates to employers and clients that they have the skills and knowledge necessary to successfully manage Service Cloud applications. By passing the ADM-261 exam, candidates can gain a competitive edge in the job market and increase their earning potential.

>> Official Salesforce ADM-261 Study Guide <<

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Salesforce Service Cloud Administration Sample Questions (Q185-Q190):

NEW QUESTION # 185
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

  • A. Configure the SOS snap-in for the Lightning Service Console.
  • B. Add the Live Agent Component to the Utility bar.
  • C. Configure Omni-Channel Supervisor tab and 3rd party access.
  • D. Configure Live Agent Supervisor tab and Whisper Messages.

Answer: D


NEW QUESTION # 186
What process is a use case for Visual workflow? Choose 3 answers

  • A. Field validation during case creation
  • B. Assignment of email to a case queue based on subject
  • C. Caller verification and creation of a new case
  • D. Decision-based troubleshooting for representatives
  • E. Cross-self promotions for representatives

Answer: A,C,D


NEW QUESTION # 187
What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

  • A. Number of articles created by agent
  • B. Number of articles attached to a case
  • C. Number of solutions created by agent
  • D. Numberof cases escalated by agent

Answer: A,B


NEW QUESTION # 188
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile 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. Build a customer visual force page with the list view and assign it to the console sidebar.
  • B. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
  • C. Configure the case list under custom console components so users can view the list view along with the case view
  • D. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view

Answer: B


NEW QUESTION # 189
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 knownproduct bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

  • A. Use Web Services API tointegrate the external database with Salesforce
  • B. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
  • C. Create a custom product bug object and import data into Salesforce
  • D. Use Bulk API to load the product bug data into Salesforce

Answer: A,B


NEW QUESTION # 190
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