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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

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

2. Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A) Create a group of super users that will evaluate and manage articles.
B) Install Knowledge Base Dashboards and Reports AppExchange package.
C) Send out a monthly survey to customers requesting feedback.
D) Contact Salesforce to send a report on article efficacy.

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

4. Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A) Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
B) Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
C) Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
D) Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created

5. Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

A) Mobile access to case information
B) Visibility into serviceentitlements
C) Predictive dialer for outbound calls
D) Chatter groups for customer

Solutions: