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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A) Create multiple CSV files, one for each article type
B) Load all articles with the Apex data loader tool
C) Create a single CSV file, including all article types
D) Match each new article to an existing article type
E) Create HTML files referencing image to be uploaded

2. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A) Set up communication channel layouts in the object manager to use Insert Article into Social post.
B) Set up insert Article into Social post and enable the customer community portal.
C) Create a Visualforce page on the customer community portal.
D) Create a Chatter group and invite the customer to join withan external chatter user.

3. Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A) Approval Process thatassigns an Article to a Reviewer Queue
B) Knowledge Action to Publish an Article once the Article is approved
C) Validation Rules for Article Types to verify all fields during creation
D) Data Category to assign an Article Type to a Reviewer

4. Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself- service? Choose 3 answers

A) Knowledge Base
B) Web -to -Case
C) Live Agent
D) Chatter Answers
E) Customer Community

5. Universal Containers (UC) has hired a consulting firm to implement its newService Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

A) Force.com IDE
B) Agile
C) Kanban
D) Waterfall

Solutions: