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ADM-261 Exam Dumps : Service Cloud Administration (SU24)

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Salesforce ADM-261 Exam Dumps FAQs

Q. # 1: What is the Salesforce ADM-261 Exam?

The Salesforce ADM-261 exam, officially known as Service Cloud Administration, validates skills in configuring, managing, and optimizing Salesforce Service Cloud features such as case management, knowledge base, and service processes.

Q. # 2: Who is the target audience for ADM-261?

The ADM-261 exam is designed for Salesforce administrators, consultants, and support professionals who manage Service Cloud implementations and customer support operations.

Q. # 3: How many questions are in the ADM-261 Exam?

The exam typically contains 60 multiple-choice questions.

Q. # 4: What is the passing score for ADM-261?

Candidates must achieve a 65% passing score to earn certification.

Q. # 5: What topics are included in the ADM-261 Exam?

Key domains include:

  • Case Management (30%)

  • Knowledge Management (25%)

  • Service Console & Productivity (20%)

  • Interaction Channels (15%)

  • Service Cloud Implementation Strategy (10%)

Q. # 6: What is the cost of the ADM-261 Exam?

The registration fee is $200 USD per attempt.

Q. # 7: What is the difference between Salesforce ADM-261 and Analytics-Con-301?

ADM-261 is the Service Cloud Administration Exam focusing on case management, knowledge base, and customer support processes. Analytics-Con-301 is the Salesforce Certified Tableau CRM & Einstein Analytics Consultant Exam, which focuses on building dashboards, datasets, and analytics solutions.

Q. # 8: How can CertsTopics help with Salesforce ADM-261 preparation?

CertsTopics provides high-quality ADM-261 PDF exam dumps, testing engine materials, practice tests, and real-style questions and answers for Salesforce ADM-261. These materials help candidates understand complex topics and prepare efficiently.

Q. # 9: Does CertsTopics offer a success guarantee?

Yes, CertsTopics provides a success guarantee with updated ADM-261 exam materials, ensuring candidates are fully prepared to pass ADM-261 on the first attempt.

Service Cloud Administration (SU24) Questions and Answers

Question 1

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.

What is the best solution?

Options:

A.

Createmultiple agent console applications and configure the Iayout based on the user's requirements.

B.

Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

C.

Create case page layouts for each interactionchannel and assign them to different agent profiles.

D.

Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

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Question 2

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?

Options:

A.

Service Console Macros

B.

Lightning Guided Engagement

C.

Path for Cases

D.

Lightning Flow Component

Question 3

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Options:

A.

Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.

B.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

C.

Set up analytical snapshots to capture key case information and create historical trending reports.

D.

Set up a Salesforce Customer Community that will allow customers to create cases online.