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The Salesforce ADM-261 exam is targeted towards individuals who have experience in managing Service Cloud implementations. The exam covers a range of topics including case management, knowledge management, service console, live agent, email-to-case, and social customer service. Candidates are expected to have a good understanding of these topics and their practical applications in a Service Cloud environment.
The Salesforce ADM-261 exam certification is highly valued in the industry and is recognized by employers worldwide. Holding this certification demonstrates that the candidate has the skills and knowledge required to effectively manage and administer the Service Cloud platform in Salesforce. Moreover, this certification opens up new career opportunities for professionals in the fields of customer service, help desk management and customer relationship management.
The Salesforce ADM-261 certification exam is recognized globally and is highly valued by employers. This certification demonstrates that the candidate has the skills and knowledge to configure and manage the Salesforce Service Cloud. Additionally, this certification can enhance the candidate's career prospects and increase their earning potential.
NEW QUESTION # 72
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
Answer: B,C
NEW QUESTION # 73
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
Answer: A,D
NEW QUESTION # 74
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
Answer: A,B
NEW QUESTION # 75
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
Answer: B,C,D
NEW QUESTION # 76
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
Answer: C
NEW QUESTION # 77
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