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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

2. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A) Create case teams and introduce swarming to resolve cases.
B) Create escalation rules to re-assign cases after SLAs have expired.
C) Enable and use Chatter feed tracking on thecase object.
D) Enable the Service Cloud Console and Knowledge sidebar for agents.

3. Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

A) Contact salesforce to have Omni channel enabled.
B) Enable Omni channel in setup.
C) Assign users to Omni channel permissions.
D) Assign users to the Omni channel feature license.

4. Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A) Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
B) Build a customer visual force page with the list view and assign it to the console sidebar.
C) Configure the case list under custom console components so users can view the list view along with the case view
D) Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console

5. A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?

A) Users can download and view content
B) Users can be part of a case team
C) Users are not associated with a role in the hierarchy
D) Users cannot own records

Solutions: