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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Fundamentals | - Case Management
|
| Topic 2: Service Process Automation | - Service Level Management
|
| Topic 3: Customer Service Channels | - Digital Engagement
|
| Topic 4: Knowledge Management | - Salesforce Knowledge
|
| Topic 5: Service Analytics and Reporting | - Reports and dashboards
|
Salesforce Service Cloud Administration Sample Questions:
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Article permission sets allow agents to participate in the article publishing process
- B. Articles CANNOT be published until they are reviewed and validated by a qualified author
- C. Approval process CANNOT allow publishingof articles that have specificvalidation statuses
- D. Knowledge uses public groups as a way toassign users to specific tasks related to articles
Correct Answer: A 🗳️
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Representing metrics such as first-response and resolution time on cases
- B. Identifying the customer contact associated with a particular stage of a service contract
- C. Displaying whether a case response complies with a customer's service level agreement
- D. Monitoring the case escalationrule queue toconfirm service levels are met
Correct Answer: A,C 🗳️
A company frequently has issues with customers that need complex, hands-on technical support with high- priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. Salesforce Knowledge
- B. Customer Community
- C. Field Service Lightning
- D. SOS Video Chat
Correct Answer: D 🗳️
UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?
- A. Contact related list load time
- B. Contact view page load time
- C. Contact report run time
- D. Contact list view edit time
Correct Answer: C 🗳️
Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Create an Unmanaged Package
- B. Publish a Managed Package
- C. Manually re-create the Permission Sets
- D. Use a Change Set
Correct Answer: D 🗳️
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