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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A) Assign users to a Permission Set granting the Service User license.
B) Assign users to a Permission Set with access to the service console app.
C) Assign users the Service User license on their User record.
D) Assign users to a Public Group with access to the service console app.

2. Auto Response rules work on which objects?

A) Accounts and Opportunity
B) Leads and accounts
C) Leads and Cases
D) Accounts and Cases

3. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A) Approval Process that assigns an Article to a Reviewer Queue.
B) Data Category to assign an article record type to a Reviewer.
C) Validation Rules for article record types to verify all fields during creation.
D) Knowledge Action to Publish an Article once the Article is approved.

4. Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A) Review existing cases for an account.
B) Post report information on Chatter.
C) Run and view Salesforce reports.
D) Update case data for a customer.

5. A manager has noticed an increasein average case age. This isnegatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the Case Lifecycle report type.
B) Create a report using the Case Historical Trending report type.
C) Create a report using the Case Age report type.
D) Create a report using the Case Snapshot report type.

Solutions: