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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. TheUniversal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A) Measure and reward agents basedon the number of new articles submitted for approval.
B) Require agents to check a box on the case when submitting a new suggested article.
C) Create a dashboard that includes articles submitted by agents and approved for publication.
D) Measure and reward agents based on the number of new articles approved for publication.

2. UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

A) Configure data category values for each product
B) Configure article types for each kind of content
C) Configure workflow rules for each data category
D) Define approval processes for eacharticle type
E) Define approval processes for each product

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

4. What are two design considerations for a Live Agent implementation? Choose 2 answers

A) Chat Visitor Browser
B) Idle Connection Timeout
C) ChatCharacter Limit
D) Chat Window Title

5. Milestones can be added towhich three object types?
Choose 3 Answers

A) Account
B) Case
C) Work order
D) Entitlement
E) Service

Solutions: