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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A. Enable service contracts and entitlements
B. LeverageLive Agent for web-based chat
C. Implement Salesforce Knowledge on a portal
D. Implement Service Cloud console to support agents

Question 2

Which two configuration steps are required before quick actions can be used in Macros?

A. The specific quick action must be added to the case Feed.
B. Quick Actions must be enabled in the org.
C. The specific quick action must be added to the case record Type.
D. Global Actions needs on the publisher layout.

Question 3

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A. Configure Visual Flows on Salesforce mobile.
B. Integrate with an enterprise resource planning system.
C. Implement Field Service Lightning.
D. Develop and publish a knowledge management system

Question 4

Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A. Entitlements
B. Case Milestones
C. Omni-Channel
D. Case Escalation

Question 5

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

A. A separate .csv import file is uploaded for each article type
B. One .csv import file is uploaded for all article types
C. Each article must be associated to an article type
D. A separate .csvimport file is uploaded for each data category
E. Attachments and .html files must be referenced in acorresponding .zip file

Solutions: