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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers

A) Computer Telephone Integration
B) Live Agent
C) Social Customer Service
D) Interactive Voice Response

2. What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

A) Configure Lightning Guided Engagement.
B) Configure a Live Chat Validation Rule.
C) Customize the Pre-chat form.
D) Customize the Lightning Console chat page.

3. What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)

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

4. The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

A) Dynamic list updates
B) Multi -monitor support
C) Keyboard Shortcuts
D) Case hover
E) Quick Text

5. A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A) Set the publicationstatus of the article tame to draft status
B) Create thedata categories and set up the data category values.
C) Create the custom fields for the slide type
D) Set up a zip file that contains the CSV, HTML, and image files.
E) Set up the article actions and assign publishers to each action

Solutions: