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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A) Define a data category called FAQ and assign category visibility to users in the contact centre role.
B) Create an FAQ article type and enable the submit articles feature on the case close page layout.
C) Create an FAQ article type and configure theenable suggested articles option in support settings.
D) Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

2. What process is a use case for Visual workflow? Choose 3 answers

A) Assignment of email to a case queue based on subject
B) Decision-based troubleshooting for representatives
C) Field validation during case creation
D) Caller verification and creation of a new case
E) Cross-self promotions for representatives

3. UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

A) Implement a customer self-service portal
B) Cross-train agents on both product lines
C) Enable agents to transfer calls toother agents
D) Prioritize customer calls based on their SLA

4. Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A) Post report information on Chatter.
B) Run and view Salesforce reports.
C) Update case data for a customer.
D) Review existing cases for an account.

5. What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A) The report hasa standard Report Type.
B) The report is a Summary or Matrix report.
C) The report contains a chart.
D) The report chart is added to the Page Layout.
E) The report is shared with a Chatter Group.

Solutions: