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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A. Field Service Lightning
B. Service Cloud SOS
C. Salesforce Knowledgebase
D. Chatter Groups

Question 2

A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

A. The Social Feed
B. A Custom Component
C. A Twitter Macro
D. The Case Feed

Question 3

UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet theserequirements, which type of portal license would be most appropriate for the customers?

A. Service Cloud portal (Customer Community)
B. Partner portal
C. Sites
D. Enterprise admin

Question 4

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A. Configure Omni-channel to assign cases directly to Tier 2.
B. Configure IVR routing to bypass Tier 1 for the product line.
C. Create Knowledge Articles and publish internally and publicly.
D. Create a dashboard to track and manage call volumes by type.

Question 5

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

A. Set article Org Wide Default to Public ReadWrite.
B. Grant Authors access to the FAQ article type.
C. Grant Authors access to the FaQ record type
D. Add Authors to the FaQ Data Category.

Solutions: