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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What process is a use case for Visual workflow? Choose 3 answers

A) Assignment of email to a case queue based on subject
B) Field validation during case creation
C) Cross-self promotions for representatives
D) Caller verification and creation of a new case
E) Decision-based troubleshooting for representatives

2. A service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.
Which configuration option should be verified?

A) Verify that users have access tothe chat public group.
B) Verify that users are assigned the chat user profile.
C) Verify that users are assigned the chat feature license.
D) Verify that users have access to the chat buttons.

3. 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) 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.
B) 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.
C) Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
D) Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.

4. The Vice President (VP) of CustomerSupport for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A) Createa central "Contact Us" page which provides access to all available channels.
B) Optimize the customer community for mobile devices to have access to the samesupport as desktops.
C) Enforce that customers must search the knowledgebase before they can see the Contact Us page.
D) Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
E) Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

5. A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement?(Choose 2)

A) Enable the Manage Articles permission for the publisher profile and assign it to users
B) Hide the Article Management tab for users who should have read-only access to articles.
C) Create a publisher profile that includes create access on the FAQ article type.
D) Set the organization-wide default to private and create sharing rules for the FAQ article type

Solutions: