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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What are two benefits of deploying Knowledge in Customer Communities?

A) Eliminates tracking of customer entitlements
B) Uncovers gap in the knowledge base
C) Replaces the need for an email channel
D) Reduces incoming call volume

2. Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

A) Assign users a permission with access to the service console app
B) Assign user topublic group with access to the service console app
C) Assign users a profile with access to the service console app
D) Assign users a sharing rule with access to the service console app

3. Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A) Number of open cases per day
B) Number of new customers added
C) Number of Closedcases on first call
D) Number of cases escalated
E) Average Number of days to close cases

4. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A) Create a Process Builder and Flow to change the owner on closed cases.
B) Create a case validation rule to ensure cases are owned by a user when closed.
C) Create a case assignment ruleto ensure cases are owned by a user when closed.
D) Use a data tool to update the owner field on closed cases.

5. UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A) Normalize database
B) Develop data map
C) Enable data validation rules
D) Perform data cleaning

Solutions: