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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Channels | - Digital Engagement
|
| Topic 2: Knowledge Management | - Salesforce Knowledge
|
| Topic 3: Service Cloud Fundamentals | - Service Console and User Interface
|
| Topic 4: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 5: Service Process Automation | - Service Level Management
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing thisdata into universal containers service cloud instance
- A. Data Integration via SOAP API
- B. Bulk Data Transfer API
- C. Cloud-to-Cloud Integration Toolkit
- D. Java Language Specific Toolkit
Correct Answer: B 🗳️
Universal Container'sagent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers
- A. Add multiple ELSE IF blocks after the IF block
- B. Create a formula to build the macro logic around
- C. Add a formula block to the macro
- D. Add conditional logic to the instructions
Correct Answer: B,C 🗳️
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould aconsultant recommend?
- A. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- B. Activate Knowledge One on the case detail page.
- C. Create a Knowledge Visualforce component on the case detail page.
- D. Activate Knowledge One within the Salesforce Console for Service.
Correct Answer: D 🗳️
What method can NOT be leveraged to capture Cases in addition to via the Case tab?
- A. Customer Portal
- B. Self Service Portal
- C. Chatter feeds
- D. Email to Case
Correct Answer: C 🗳️
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of- date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Provide the Service Manager with edit permissions to the standardKnowledge Article reports.
- B. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
Correct Answer: C 🗳️
