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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

A) Attachments and .html files in Classic Knowledge are moved to the Files object.
B) Article numbers change during migration.
C) Each article must be associated to a record type.
D) Approval process history migrate to Lightning Knowledge.
E) Visualforce pages refer to Classic article types.

2. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A) Cases report sorted by Rep and Case Owner
B) Omni-Channel Supervisor tab
C) Cases report sorted by Rep and Case CreatedDate
D) Omni-ChannelUtility Component

3. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A) They have a ContactManager Profile
B) All of the above
C) They are higher in the Role Hierarchy than a Queue Member
D) If the OWD for sharing cases is Public Read/Write/Transfer
E) They are members of that Queue

4. Universal Containers has millions of customers in Salesforce, but only a very smallpercentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A) Identify active Customersand send them registration instructions via email.
B) Send email notifications to all Customers to join the Community.
C) Have agents provide Customers with Community registration instructions when working a case.
D) Have agents manually create Users when Community access is requested by Customers.

5. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A) Customer satisfaction survey
B) First call resolution
C) Average handle time
D) Service level agreement

Solutions: