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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management | - Salesforce Knowledge
|
| Customer Service Channels | - Digital Engagement
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Service Process Automation | - Omni-Channel Routing
|
| Service Cloud Fundamentals | - Service Console and User Interface
|
Salesforce Service Cloud Administration Sample Questions:
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Solutiondesign document
- B. Project milestones
- C. Project kickoff presentation
- D. Requirements traceability matrix
Correct Answer: B,C 🗳️
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can beused to pass data to legacy systems.
- B. Apex code must be used to update fields inthe database.
- C. Only one version of a flow can be activated at a time.
- D. Apex code must be used to pass data to legacy systems.
- E. Elements can be used to update fields in the database.
Correct Answer: A,B,C 🗳️
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Workfl
- B. Email Template
- C. Assignment Rule
- D. Email Alert
- E. Email Relay
Correct Answer: A,B,D 🗳️
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the pre-chat form.
- B. Configure a chat validation rule.
- C. Configure lightning guidedengagement.
- D. Customize the lightning console that page.
Correct Answer: A 🗳️
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove date boundaries from filter criteria.
- B. Remove formula fields from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove unnecessary columns from thereports.
Correct Answer: B 🗳️
