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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A) Total number of account and contact records in the database
B) Work order and customer contact escalation requirements
C) Visibility and access to thework order records
D) Case closure rules on the original case
E) Account team relationship to the primary contact

2. UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A) Lightning Row for Service
B) Path for Cases
C) Lightning Process Builder
D) Interaction Log

3. Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

A) ChatterQuestions
B) Field Service
C) Public Knowledge
D) Communities
E) Macros

4. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A) Use the Lightning Knowledge MigrationTool and choose 'include files'.
B) Post the Files to the Chatter Feed on each Article.
C) Use the Files Related List on each article to add files to your articles.
D) Upload the files as Documents, then relate them to the migrated Articles.

5. The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

A) Create a case list view that is filtered by My Case Teams.
B) Create an email alert notification for Case Teams.
C) Create a case report that displays all created or updated cases.
D) Create a casequeue for all created or updated cases.

Solutions: