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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A) Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console
B) Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
C) Build a customer visual force page with the list view and assign it to the console sidebar.
D) Configure the case list under custom console components so users can view the list view along with the case view

2. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A) Knowledge articles with the lowest rating.
B) Knowledge search query with no results.
C) Number of knowledge articles in each data category.
D) Knowledge articles created by call center agents.

3. The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A) Workforce management
B) Private branch exchange
C) Interactive voice response
D) Skills -based routing

4. A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A) Create thedata categories and set up the data category values.
B) Set the publicationstatus of the article tame to draft status
C) Set up a zip file that contains the CSV, HTML, and image files.
D) Create the custom fields for the slide type
E) Set up the article actions and assign publishers to each action

5. Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A) Quick Actions must be enabled in the org.
B) The specific Quick Action must be added to the Case record page.
C) The specific Quick Action must be added to the Case Feed.
D) Global Actions need to be on the publisher layout.

Solutions: