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Salesforce ADM-261 (Service Cloud Administration) Exam is one of the most popular and highly sought-after certifications for professionals who wish to advance their careers in the Salesforce ecosystem. ADM-261 exam is designed to test your knowledge and skills in administering the Service Cloud platform, including managing cases, configuring and customizing the Service Cloud Console, and integrating with other Salesforce products. Passing the ADM-261 Exam demonstrates your proficiency in Service Cloud administration and helps you stand out in the competitive job market.

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Salesforce Service Cloud Administration Sample Questions (Q182-Q187):

NEW QUESTION # 182
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Macros
B. Implement Email-To-Case
C. Implement Quick Text
D. Enable the Support Process for default email templates
E. Enable the support setting for default email templates

Answer: A,C,E

NEW QUESTION # 183
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

A. Visibility into service entitlements
B. Mobile access to case information
C. Predictive dialer for outbound calls
D. Chatter groups forcustomer

Answer: A,B

NEW QUESTION # 184
Which solution can be used to improve call deflection?

A. Assignment rules
B. Knowledge base
C. Web chat
D. Community forum
E. Case routing

Answer: C

NEW QUESTION # 185
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge Component to the Service Console.
B. Add theKnowledge tab to the Console app.
C. Add the Suggested Article widget to the Case page layout.
D. Create email templates with Knowledge Articles attached.

Answer: A

NEW QUESTION # 186
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A. Interactive voice response
B. Workforce management
C. Private branch exchange
D. Skills -based routing

Answer: D

NEW QUESTION # 187
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