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To prepare for the ADM-261 exam, candidates should have a solid understanding of the Service Cloud features and functionality, including case management, knowledge management, and omnichannel routing. They should also have experience in configuring and customizing Service Cloud to meet the needs of their organization. Additionally, candidates should be familiar with Salesforce best practices and have experience in implementing them.

Salesforce ADM-261 (Service Cloud Administration) Certification Exam is an essential credential that validates one's expertise in administering and configuring Service Cloud. Service Cloud Administration certification exam is primarily targeted at professionals who work with Service Cloud, especially those in roles such as Service Cloud Administrators, Consultants, and Implementation Specialists.

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Salesforce Service Cloud Administration Sample Questions (Q345-Q350):

NEW QUESTION # 345
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A. Create a workflow rule and emailalert action that sends an email to the case contact when a case with the "Errata" record type is created
B. Create an Apex triggerthat sends an email to the case contact when a case with the "Errata" record type is created
C. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
D. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

Answer: A

NEW QUESTION # 346
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A. Quick Text
B. Lightning Guided Engagement
C. Visual Workflow
D. Macros

Answer: A,D

NEW QUESTION # 347
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A. Open CTI
B. Live Agent
C. SalesforceKnowledge
D. Salesforce for Twitter

Answer: C

NEW QUESTION # 348
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

A. Users are not associated with a role in the hierarchy
B. Users can download and view content
C. Users cannot own records
D. Users can be part of a case team

Answer: A

NEW QUESTION # 349
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.
B. Add the Entitlements related list to the Account Page Layout.
C. Configure Success, Warning, and Violation Actions for Milestones.
D. Create a Report of all active Entitlements grouped by Customers.

Answer: A,B

NEW QUESTION # 350
......

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