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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

A. Add the Submit Feedback button to articles.
B. Add the Submit Feedback buttonon the Solutions tab.
C. Allow agents to create Knowledge articles when closing a case.
D. Require agents to create Knowledge articles when opening a case.

Question 2

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

A. Offer supports through Facebook and twitter.
B. Streamline the agent interface.
C. Implement team productivity dashboards.
D. Enable templates for written responses.

Question 3

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Quick Text
B. Implement Email-To-Case
C. Implement Macros
D. Enable the Support Process for default email templates
E. Enable the support setting for default email templates

Question 4

UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

A. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
B. Enable the "Access Recent Items" user permission on the user profiles.
C. Enable the "History" component within the Salesforce Console for Service.
D. Create a custom list view for cases, contacts, and orders and pin them to the side bar.

Question 5

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A. Use a Change Set
B. Manually re-create the Permission Sets
C. Create an Unmanaged Package
D. Publish a Managed Package

Solutions: