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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

A. Service Console Macros
B. Lightning Flow Component
C. Lightning Guided Engagement
D. Path for Cases

Question 2

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

Question 3

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A. Data Cleansing
B. Activate data validation rules
C. Data mapping
D. Data Normalization

Question 4

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A. Omni-channel Queue-based routing
B. Omni-channel Skills-based routing
C. ChatQueue-based routing
D. Case Skills-based Assignment Rules

Question 5

UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A. Visualforce custom page
B. Process Builder
C. Auto launch flow
D. Salesforce Console for Service

Solutions: