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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost ofservice in the contact centers? Choose 2 answers.

A) Enable Ideas in a ServiceCloud portal.
B) Create auto response templates for emails.
C) Enable Chatter for agent collaboration.
D) Enable Knowledge in a Service Cloud portal.

2. A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

A) Add a Validation Rule that ensures each Case has an entitlement.
B) Add the entitlement related list to account page layouts.
C) Add the entitlement lookup field to case page layouts.
D) Add a Validation Rule that ensures each Account has an entitlement.

3. A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

A) Last modified date and number of recent article views
B) Original creation date and total number of article views
C) Last modified date and frequent search terms
D) Original creation date and average rating of articles

4. Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.

A) Integration with Field service teams and apps
B) Performance for high volume of interactions
C) Integration with Lead Generation team and apps
D) Strategies to maximize call deflection

5. Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers

A) Remove Apex code references to the ArticleType field.
B) Rename the Visualforce page to "Lightning Knowledge"
C) Configure the Visualforce page to use the Lightning Design System.
D) Remove Apex code references to the Article RecordType field.

Solutions: