Salesforce ADM-261 - Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

A. Process Builder Assignment
B. Omni Channel
C. Live Agent
D. Case Assignment Rules

Question 2

Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

A. On a new tab in the agent's browser
B. On the left sidebar of Salesforce Classic
C. Onthe footer of the Lightning Console
D. On the Highlights Panel of a Primary tab

Question 3

Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A. Company Community
B. Customer Community
C. Employee Community
D. Partner Community

Question 4

Support process: escalation queue if notresponded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

A. Validation rules on case process field
B. Escalation rule to ignore business hours based on casecriteria
C. Workflow rule

Question 5

Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

A. Restrict the ManageArticles user permission
B. Enable and configurewildcards for article searches
C. Require that an article be added when closing a case
D. Set up an intuitive Data Category hierarchy

Solutions: