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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers support manager wants to share product-specific information with their customerCommunities. What should a consultant recommend to meet this requirement? Choose 3 answers

A) Enable Article deliveries
B) Publish Articles to external channels
C) Enable Public Solutions
D) Configure Content Library permission
E) Assign Article types to the Community

2. The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A) Workforce management
B) Private branch exchange
C) Skills -based routing
D) Interactive voice response

3. Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A) Case volume by channel.
B) Cases created by type.
C) Average case stage duration.
D) Open cases by reason.

4. When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?

A) Add the fields to the page layout and add the fields to the highlights panel.
B) Remove these fields from the page layout and add the components to the highlights panel.
C) Add these fields to the page layout and add the components to the highlights panel
D) Remove these fields from the page layout and add the fieldsto the highlights panel

5. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A) Create, approve, publish, consume, feedback
B) Create, publish, feedback, approve,consume
C) Create, consume, feedback, approve, publish
D) Create, feedback, publish,approve, consume

Solutions: