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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Service Cloud Console | 15% | - Console configuration
|
| Integration and Automation | 5% | - Flow for Service
|
| Knowledge Management | 20% | - Lightning Knowledge setup
|
| Omni-Channel Routing | 15% | - Workload management
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Case Management | 25% | - Support processes and record types
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Web-to-Case
Correct Answer: B 🗳️
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Enable Work Orders.
- B. Configure Service Contracts.
- C. Set up Milestones.
- D. Create an Entitlement Process.
Correct Answer: C,D 🗳️
UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A. Configure article types for each kind of content
- B. Define approval processes for eacharticle type
- C. Define approval processes for each product
- D. Configure data category values for each product
- E. Configure workflow rules for each data category
Correct Answer: A,D,E 🗳️
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.
- B. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.
Correct Answer: D 🗳️
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Enable the Knowledge sidebar setting in the case support settings.
- B. Enable the Knowledge sidebar related list on the case page layout.
- C. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- D. Create a Visualforce page called Knowledge sidebar on the case page layout.
Correct Answer: D 🗳️
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