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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

A) Enable the "History" component within the Salesforce Console for Service.
B) Create a custom list view for cases, contacts, and orders and pin them to the side bar.
C) Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
D) Enable the "Access Recent Items" user permission on the user profiles.

2. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?

A) Remove these fields from the page layout and add the fieldsto the highlights panel
B) Remove these fields from the page layout and add the components to the highlights panel.
C) Add the fields to the page layout and add the fields to the highlights panel.
D) Add these fields to the page layout and add the components to the highlights panel

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

A) One .csv import file is uploaded for all article types
B) A separate .csvimport file is uploaded for each data category
C) A separate .csv import file is uploaded for each article type
D) Attachments and .html files must be referenced in acorresponding .zip file
E) Each article must be associated to an article type

4. Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts andcomments to an existing customer record* Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A) Create a Lightning Platform app for Facebook monitoring.
B) Integrate Facebook to its existing Customer Community.
C) Enable Salesforce social profile on contacts.
D) Enable Social Customer Service.

5. Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A) Force.com Sites with Knowledge and Web-to-Case
B) Force.com Sites with Knowledge and Email-to-Case
C) Visualforce and Self-Service Portal
D) Force.com Sites and High-Volume Customer Portal

Solutions: