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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Analytics and Reporting | - Reports and dashboards
|
| Service Cloud Fundamentals | - Service Console and User Interface
|
| Service Process Automation | - Omni-Channel Routing
|
| Knowledge Management | - Salesforce Knowledge
|
| Customer Service Channels | - Call Center Integration
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP ofCustomer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
- A. Case Assignment
- B. Entitlements and Milestones
- C. Case Escalation
- D. Salesforce Console
Correct Answer: B 🗳️
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Validation Rules for article record types to verify all fields during creation.
- B. Approval Process that assigns an Article to a Reviewer Queue.
- C. Knowledge Action to Publish an Article once the Article is approved.
- D. Data Category to assign an article record type to a Reviewer.
Correct Answer: A,D 🗳️
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
- A. Ensure that each image doesNOT exceed the maximum of 25 MB
- B. Convert all images to .jpeg, as this is the only supported file type
- C. Include images in an .html file using the image tag and src attribute
- D. Upload the images into Salesforce prior to importing the articles
Correct Answer: C 🗳️
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)
- A. Escalation rules
- B. Workflow rules
- C. Auto-response rules
- D. Caseteams
Correct Answer: B,D 🗳️
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove formula fields from filter criteria.
- B. Remove date boundaries from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove unnecessary columns from thereports.
Correct Answer: A 🗳️
