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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement?
Choose 2 answers

A) Support Types
B) Record Types
C) Support Processes
D) Approval Processes

2. Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A) Partner Community
B) Employee Community
C) Customer Community
D) Company Community

3. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A) Create asoftphone layout and assign to user profiles.
B) Install an adapter from AppExdiange to work with third-party CTI systems.
C) Assign the correct Salesforce users to the Call Center.
D) Enable Live Agent in their community to chat with an agent.
E) Assign the Salesforce CTI license to Salesforce users.

4. Universal containers uses social media to monitor new trends and issues that require a response by theircommunity team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

A) Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
B) Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
C) Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
D) Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

5. UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A) Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
B) Use case auto-response rules to send an email to support managers within one hour of case creation.
C) Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
D) Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

Solutions: