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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

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

2. Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?

A) Implement an adapter using the Telephony API.
B) Move to a cloud -based telephony system.
C) Build an adapter using the telephony vendor's toolkit.
D) Implement an adapter built on Open CTI.

3. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A) Page Layouts
B) Record Types
C) Omni-Channel
D) Article Types
E) Support Processes

4. Which two configuration steps are required before quick actions can be used in Macros?

A) The specific quick action must be added to the case Feed.
B) The specific quick action must be added to the case record Type.
C) Global Actions needs on the publisher layout.
D) Quick Actions must be enabled in the org.

5. Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A) Upload the images into Salesforce prior to importing the articles
B) Ensure that each image doesNOT exceed the maximum of 25 MB
C) Include images in an .html file using the image tag and src attribute
D) Convert all images to .jpeg, as this is the only supported file type

Solutions: