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ADM-261 Updated Dumps, Trustworthy ADM-261 Exam Torrent

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Salesforce ADM-261: Service Cloud Administration certification exam is an essential certification for professionals who want to excel in managing Service Cloud implementations. ADM-261 Exam covers a range of topics and tests the practical knowledge and skills of candidates in managing the Service Cloud platform. Service Cloud Administration certification is a valuable credential that demonstrates one's expertise in Service Cloud administration and can open up new career opportunities.

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Salesforce Service Cloud Administration Sample Questions (Q41-Q46):

NEW QUESTION # 41
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

A. On the Highlights Panel of a Primary tab
B. On the left sidebar of Salesforce Classic
C. On a new tab in the agent's browser
D. Onthe footer of the Lightning Console

Answer: B,D

NEW QUESTION # 42
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

A. Assign users to Omni channel permissions.
B. Enable Omni channel in setup.
C. Assign users to the Omni channel feature license.
D. Contact salesforceto have Omni channel enabled.

Answer: B

NEW QUESTION # 43
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of articles created by agent
B. Number of solutions created by agent
C. Number of cases escalated by agent
D. Number of articles attached to a case

Answer: A,D

NEW QUESTION # 44
The cost of service forUniversal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A. Enable Chatter for agent collaboration
B. Create auto-response templates for incoming emails
C. Enable Ideas in a customer portal
D. Enable Live Agent to handle incoming service inquiries

Answer: A,D

NEW QUESTION # 45
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A. Create case teams and introduce swarming to resolve cases.
B. Enable the Service Cloud Console and Knowledge sidebar for agents.
C. Create escalation rules to re-assign cases after SLAs have expired.
D. Enable and use Chatter feed tracking onthe case object.

Answer: A,D

NEW QUESTION # 46
......

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