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The ADM-261 exam consists of 60 multiple-choice questions and has a time limit of 105 minutes. To pass the exam, candidates must score at least 68%. ADM-261 exam covers a range of topics, including Service Cloud configuration, data management, and reporting. It also tests candidates on their ability to design and implement solutions that meet the needs of their organization.

Earning the Salesforce ADM-261 certification demonstrates that an individual has the knowledge and skills necessary to effectively administer and configure Salesforce Service Cloud. Service Cloud Administration certification is valuable for individuals who work in customer service, support, or operations roles, as well as for Salesforce administrators who want to specialize in Service Cloud. Service Cloud Administration certification also demonstrates a commitment to ongoing professional development and can enhance career opportunities within the Salesforce ecosystem.

Salesforce ADM-261 (Service Cloud Administration) Exam is a certification exam that tests an individual's knowledge and understanding of the Salesforce Service Cloud platform. ADM-261 exam is designed for professionals who are responsible for configuring and managing the Service Cloud platform within their organization. ADM-261 exam covers a wide range of topics, including case management, knowledge management, service console customization, and integration with other Salesforce products.

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Salesforce Service Cloud Administration Sample Questions (Q79-Q84):

NEW QUESTION # 79
Which technology will allow aclient to enable ideas on a public website? There are two correct answers.

A. Force.com Web Services API
B. Partner portal
C. Force.com Sites
D. Customer portalPartner portal
E. Self-service portal

Answer: A,C

NEW QUESTION # 80
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What featureshould a consultant recommend to meet this requirement?

A. Embedded Chat Service
B. Web-to-Case
C. Customer Community
D. Case Assignment Rules

Answer: A

NEW QUESTION # 81
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

A. Bookmark all the comments related to the issue from SMEs
B. @mention the SMEs on the case Chatter feed and follow the case
C. Use hashtag (#) to track the customer case and SMEs comments
D. Follow the SMEs to receive automatic updates when they add case comments

Answer: B

NEW QUESTION # 82
A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A. Create a report using the case snapshot report type.
B. Create a report using the case historical trending reporttype.
C. Create a report using the case lifecycle report type.
D. Create a report using the case age report type.

Answer: C

NEW QUESTION # 83
What is a benefit of a customercommunity? Choose 2 answers.

A. Reduces incoming call volume
B. Enables customers to log inquires without contacting an agent
C. Eliminates the need to track service level agreements
D. Eliminates the need for support agents

Answer: A,B

NEW QUESTION # 84
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