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The ADM-261 Exam aims to test the candidate's knowledge acquired in managing infrastructure, security, data, and users with deep knowledge of related service cloud features. The Service Cloud Administration certification exam verifies the capabilities of candidates in managing, configuring, and customizing Salesforce applications using Service Cloud features.

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Salesforce Service Cloud Administration Sample Questions (Q163-Q168):

NEW QUESTION # 163
KCS (knowledge centered support) what is it? Choose 2 Answers

A. Standard for managing customer support and delivery
B. Process for creating and maintaining knowledge
C. Share knowledge with the business partners
D. Method for social media management

Answer: B,C

NEW QUESTION # 164
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embedcustomer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A. Chatter Groups
B. Field Service Lightning
C. Salesforce Knowledgebase
D. Service Cloud SOS

Answer: B,D

NEW QUESTION # 165
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A. Computer Telephony Integration
B. Automatic Call Distribution
C. Order ManagementSystem
D. Interactive Voice Response

Answer: D

NEW QUESTION # 166
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

A. Replaces the need for an email channel
B. Eliminates tracking of customer entitlements
C. Uncovers gaps in the knowledge base
D. Reduces incoming call volume

Answer: C,D

NEW QUESTION # 167
UC'ssupport team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A. Email-to-Case
B. Web-to-Case
C. Customer Chatter groups
D. On-Demand Email-to-Case

Answer: D

NEW QUESTION # 168
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