Salesforce ADM-261 : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

A) Create aProcess Builder with Scheduled Actions.
B) Establish Case Assignment Rules.
C) Configure Case Escalation Rules.
D) DefineCase Auto-Response Rules.

2. Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A) Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
B) Create a custom Visualforce page to display case list view, external system, and knowledge articles
C) Configure the agent console and display the articles, case view, and external system custom object
D) Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

3. Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)

A) Only one inbound email address can be used for Email-to-Case
B) Assignment, escalation, and workflow rules are processed on inboundemails
C) Follow-up emails and attachments related to a case are attached to the case
D) Follow-up emails related to a case will update the case comments

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

5. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A) Users, contacts, accounts, cases
B) Accounts, contacts,cases, users
C) Users, accounts, contacts, cases
D) Accounts cases, users, contacts

Solutions: