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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UC is concerned with system performance in its contact center because the number of records has exceeded
40 million. What platform functionality might be affectedby the number of contact records?

A) Contact list view edit time
B) Contact report run time
C) Contact view page load time
D) Contact related list load time

2. UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A) Use auto-response rules to send an email to the customer
B) Use workflow rules to send an email to the customer
C) Use assignment rules toassign the case to a case queue
D) Use escalation rules to assign the case to a case queue

3. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A) Answers can be exposed to partner portal users
B) Select best answers for questions.
C) Knowledgearticles can be created fromAnswers
D) External users can subscribe to Answers
E) Escalate a question to a case

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

5. Using Import Wizard, howmany Asset records can you import at a time?

A) 1000
B) You cannot import Assets via Import Wizard
C) 100,000
D) 50,000
E) 5000

Solutions: