Use Genuine Salesforce ADM-261 Questions for your Exam Preparation

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Salesforce ADM-261: Service Cloud Administration Exam is a certification exam offered by Salesforce for those who want to demonstrate their expertise in administering Salesforce Service Cloud. ADM-261 Exam is designed to test the candidate's knowledge and skills in handling various aspects of Service Cloud, including case management, knowledge management, integration, and automation.

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Salesforce Service Cloud Administration Sample Questions (Q113-Q118):

NEW QUESTION # 113
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

A. Reduce the cost per call
B. Train support agents
C. Hireadditional support agents
D. Align agent performance goals with KPIs

Answer: B,D

NEW QUESTION # 114
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?

A. Access to Knowledge Articles
B. Utility Bar
C. Open multiple case records as tabs and sub tabs
D. Unique page layouts for each Case Record Type

Answer: A,D

NEW QUESTION # 115
Which two solutions shouldUniversal Containers consider to increase Contact Center Agent productivity?
Choose 2 answers

A. Increase the number of agents.
B. Employ surveys to confirm customer satisfaction.
C. Enable templates for written responses.
D. Improve the agent interface.

Answer: B,C

NEW QUESTION # 116
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up IVR with an automated response for customers affected by the recall to defect calls.
B. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
D. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

Answer: A

NEW QUESTION # 117
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?

A. The Customer doesn't know they were transferred
B. Both Service Reps can chat with the customer
C. The chat transcripts and case are transferred
D. The Customer is shown the new Rep's name

Answer: C,D

NEW QUESTION # 118
......

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Use Genuine Salesforce ADM-261 Questions for your Exam Preparation

Latest ADM-261 Learning Material | ADM-261 Reliable Dumps Files

Salesforce Service Cloud Administration Sample Questions (Q113-Q118):

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