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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

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

2. Which configuration item must be created when implementing Lightning Knowledge?

A) Record Types
B) Article Types
C) Attachment Types
D) File Types

3. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A) Cases report sorted by Rep and Case CreatedDate
B) Omni-Channel Supervisor tab
C) Omni-ChannelUtility Component
D) Cases report sorted by Rep and Case Owner

4. Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A) Configure the agent console and display the articles, case view, and external system custom object
B) Create a custom Visualforce page to display case list view, external system, and knowledge articles
C) Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
D) Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

5. Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go- live. Agents will need easy access to case information for the last one year.

A) Migrate closed cases to a custom read-only object
B) Migrate closed cases with milestones and entitlements
C) Migrate open and closed cases with milestones and entitlements
D) Migrate open and closed cases without milestones and entitlements

Solutions: