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To prepare for the ADM-261 exam, candidates should have a solid understanding of Salesforce fundamentals, including data management, security, and customization. They should also have experience working with the Service Cloud and be familiar with its key features and functions. Salesforce offers a range of study materials, including online courses, certification study groups, and practice exams, to help candidates prepare for the exam.
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who want to demonstrate their expertise in managing and administering the Salesforce Service Cloud. Service Cloud Administration certification is recognized globally and can enhance the candidate's career prospects. To prepare for the exam, candidates can take the Salesforce Service Cloud Administration course, practice exams, and review study materials.
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Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who want to demonstrate their expertise in managing and administering the Salesforce Service Cloud. Service Cloud Administration certification exam is ideal for professionals who are responsible for configuring and managing the service cloud, including customer service representatives, administrators, and consultants.
Salesforce Service Cloud Administration Sample Questions (Q289-Q294):
NEW QUESTION # 289
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Chat Visitor Browser
- B. Chat Window Title
- C. ChatCharacter Limit
- D. Idle Connection Timeout
Answer: A,D
NEW QUESTION # 290
Which two solutions shouldUniversal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers
- A. Employ surveys to confirm customer satisfaction.
- B. Improve the agent interface.
- C. Enable templates for written responses.
- D. Increase the number of agents.
Answer: A,C
NEW QUESTION # 291
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create amatrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
NEW QUESTION # 292
Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Configure a Visual Flow Troubleshooting Action
- B. Enable Omni-Channel Case assignment
- C. Implement Lightning Guided Engagement
- D. Define separate Record Types for Tier 1 and Tier 2
Answer: A,C
NEW QUESTION # 293
A report shows average time spent by agents to resolve cases. Nine of twelveagents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Build a dashboard to display individual performance by agent versus the team goal
- B. Review case history and activities for Agents B and C
- C. Update case assignment rules to route more cases to Agent A
- D. Lower the target for entire team to that of Agent A
- E. Document and share the practices of Agent A with the team via knowledge articles
Answer: A,B,E
NEW QUESTION # 294
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