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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers support manager wants to share product-specific information with their customerCommunities. What should a consultant recommend to meet this requirement? Choose 3 answers

A) Enable Article deliveries
B) Assign Article types to the Community
C) Enable Public Solutions
D) Publish Articles to external channels
E) Configure Content Library permission

2. Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A) Create a group of super users that will evaluate and manage articles.
B) Install Knowledge Base Dashboards and Reports AppExchange package.
C) Send out a monthly survey to customers requesting feedback.
D) Contact Salesforce to send a report on article efficacy.

3. 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 the Omni channel feature license.
B) Enable Omni channel in setup.
C) Assign users to Omni channel permissions.
D) Contact salesforce to have Omni channel enabled.

4. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A) Users, contacts, accounts, cases
B) Accounts cases, users, contacts
C) Accounts, contacts,cases, users
D) Users, accounts, contacts, cases

5. Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should aConsultant accomplish this?

A) Omni-Channel with prioritized queues
B) Standard Email-to-Case with assignment rules
C) Standard Web-to-Case with assignment rules
D) Lightning Email with web routing prioritization

Solutions: