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The Salesforce ADM-261 exam covers a wide range of topics, including Service Cloud configuration and customization, managing cases and solutions, knowledge management, and contact center management. The exam is designed to test the candidate’s understanding of the Service Cloud platform and their ability to apply that knowledge to real-world scenarios. Passing this exam demonstrates that the candidate has the skills and knowledge needed to effectively manage Service Cloud solutions.

The Service Cloud is a powerful platform that allows organizations to streamline their customer service operations and enhance their customer experience. The ADM-261 exam covers a wide range of topics related to the Service Cloud, including case management, knowledge management, service level agreements (SLAs), contact center analytics, and more. Candidates will need to demonstrate their ability to configure and customize these features to meet the needs of their organization and customers.

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Salesforce Service Cloud Administration Sample Questions (Q229-Q234):

What is thecapability of case feed?

  • A. Embed case feed functionality within a visual force page.
  • B. Add custom visual force pages to the case feed page layout.
  • C. Switch from case feed to standard detail pages using a console component
  • D. Enable call control using the CTI case feed publisher.

Answer: A

A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manageruse to measure the success of the implementation? Choose 3 answers

  • A. Number of articles associated to cases.
  • B. Number of Chatter files attached to cases.
  • C. Number of successful keyword searches.
  • D. Number of published article views.
  • E. Number of content packs attached to cases.

Answer: A,B,C

What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

  • A. Replaces the need for an email channel
  • B. Eliminates tracking of customer entitlements
  • C. Reduces incoming call volume
  • D. Uncovers gaps in the knowledge base

Answer: C,D

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

  • A. Developers can integrate with any telephony platform available with little to no need for customization.
  • B. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  • C. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
  • D. Developers can embed API calls and processes on web pages to automate call handling processes.

Answer: B,D

Customer Community toprovide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers’ customers? Choose 2 answers

  • A. Allows customers to search a knowledge base.
  • B. Allows customers to customize their user interface
  • C. Allows customers the ability to collaborate
  • D. Allows customers to customize reports and dashboards

Answer: A,C


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