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Salesforce Service Cloud Administration Sample Questions (Q49-Q54):

NEW QUESTION # 49
Universal Containers (UC) is updating the ServiceCloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
B. Deploy theconfiguration from a sandbox to production during the next Salesforce version update so the system only goes down once.
C. Configure the new app m developer org and use an unmanaged package to deploy to production.
D. Deploy theconfigured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Answer: C

NEW QUESTION # 50
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. Contact salesforceto have Omni channel enabled.
D. Assign users to the Omni channel feature license.

Answer: B

NEW QUESTION # 51
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A. Escalate a question to a case
B. Answers can be exposed to partner portal users
C. Knowledge articles can be created from Answers
D. Select best answers for questions.
E. External users can subscribe to Answers

Answer: A,C,D

NEW QUESTION # 52
A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A. Add the entitlement contacts related list to account records
B. Add the assets related list to contact records
C. Add the service contract related list to contact records
D. Add the entitlements related list to contact records

Answer: D

NEW QUESTION # 53
A contactcenter manager is looking for ways to overall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A. Total number ofcases by origin
B. Average number of activities per case
C. Average customer satisfaction score by case
D. Average number of articles attached to a case

Answer: B,D

NEW QUESTION # 54
......

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Important Features of Prep4away Salesforce ADM-261 Exam Questions

2025 Exam ADM-261 Labs Free PDF | Pass-Sure ADM-261 Reliable Exam Registration: Service Cloud Administration

Salesforce Service Cloud Administration Sample Questions (Q49-Q54):

2025 Exam ADM-261 Labs Pass Certify | Pass-Sure ADM-261 Reliable Exam Registration: Service Cloud Administration

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