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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

A) Add a Validation Rule that ensures each Case has an entitlement.
B) Add a Validation Rule that ensures each Account has an entitlement.
C) Add the entitlement lookup field to case page layouts.
D) Add the entitlement related list to account page layouts.

2. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

A) Collapsible Sidebar Components
B) Multiple Monitors Components
C) Console Keyboard Shortcuts
D) ConfigureMacros

3. Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A) Partner portal
B) Self-serviceportal
C) Customer portalPartner portal
D) Force.com Web Services API
E) Force.com Sites

4. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers

A) Ask contact center managers to review data each quarter to possibly delete.
B) Create a data retention plan that archives or purges Cases at regular intervals.
C) Write an Apex trigger that deletes one case eachtime a new case is created.
D) Optimize queries to reduce thescope of Cases included with each search.

5. Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

A) Predictive dialer for outbound calls
B) Chatter groups for customer
C) Visibility into serviceentitlements
D) Mobile access to case information

Solutions: