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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Which feature should a consultant configure to allow global service reps tocall customers from within the lightning service console?

A. Lightning dialer
B. Open CTI
C. Local presence
D. Macros

Question 2

A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet thisrequirement?

A. An AppExchange Solution
B. Lightning Service Console
C. Field Service Lightning
D. Customer Community

Question 3

The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

A. Create a permission set foreach record type and assign them to each team based on their product specialization
B. Create a data category for each product and assign themto each team bases on their product specialization
C. Create an article action for each record type and assign them to each team based on their product specialization
D. Create a page layout for each article type and assign them to each team based on their product specialization

Question 4

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem

A. Set article Org Wide Default to Public ReadWrite.
B. Add Authors to the FaQ Data Category.
C. Grant Authors access to the FaQ record type
D. Grant Authors access to the FAQ article type.

Question 5

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A. Configure Case Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as MostAvailable.
C. Configure Omni-Channel Routing Model as Least Active.
D. Configure Case Assignment Rules to use Users.

Solutions: