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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A) Create a custom product bug object and import data into Salesforce
B) Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
C) Use Bulk API to load the product bug data into Salesforce
D) Use Web Services API to integrate the external database with Salesforce

2. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measurecan satisfy this requirement?

A) Service-Level Measure
B) Net Promoter Score
C) Customer Engagement Score
D) Customer Satisfaction

3. Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A) Manually re-create the Permission Sets
B) Use a Change Set
C) Publish a Managed Package
D) Create an Unmanaged Package

4. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A) Salesforce Knowledge
B) Live Agent
C) Open CTI
D) Salesforce for Twitter

5. Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A) Knowledge Action to Publish an Article once the Article is approved.
B) Validation Rules for article record types to verify all fields during creation.
C) Approval Process that assigns an Article to a Reviewer Queue.
D) Data Category to assign an article record type to a Reviewer.

Solutions: