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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

What is a benefit of acustomer community? Choose 2 answers.

A. Enables customers to log inquires without contacting an agent
B. Reducesincoming call volume
C. Eliminates the need to track service level agreements
D. Eliminates the need for support agents

Question 2

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should becompleted prior to UAT? (Choose 2)

A. Verification that sample data has been loaded
B. Verification of the production migration checklist
C. Fund customer approval on training materials
D. Approval of test scripts from the business lead

Question 3

Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A. Configure Macros
B. Create multiple Console layouts
C. Enable Keyboard shortcuts
D. Define criteria-based record page components

Question 4

Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Customer Community
B. Embedded Chat Service
C. Case Assignment Rules
D. Web-to-Case

Question 5

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A. Define a custom List View.
B. Use a second Console session.
C. Add History to the Utility bar.
D. Keep all open in tabs.

Solutions: