Salesforce ADM-261 Practice Exam Dumps 2025

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

Options:

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

Question 3

Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

Options:

Use a community template to set up their customer community.

Enable web -to -case on their public website.

Enable Live Agent in their community to chat with an agent.

Add the Question action to Chatter in the community publisher.

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ADM-261 Exam Dumps : Service Cloud Administration (SP25)

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