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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A) Import payment data into Salesforce and add to the contact page layout related list
B) Create a Visualforce page that retrieves payment information via a Web Service call-out
C) Create a custom tab of type URL that displays a search page from the billing system
D) Create a custom web service to handle invoice inserts and updates from the billing system

2. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A) Create, approve, publish, consume, feedback
B) Create, consume, feedback, approve, publish
C) Create, feedback, publish,approve, consume
D) Create, publish, feedback, approve,consume

3. Milestones can be added to which three Object types? Choose 3 answers

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

4. A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A) Chatter Groups
B) Public Groups
C) Mass Email
D) Escalation Rules

5. Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A) Create asoftphone layout and assign to user profiles.
B) Assign the Salesforce CTI license to Salesforce users.
C) Enable Live Agent in their community to chat with an agent.
D) Install an adapter from AppExdiange to work with third-party CTI systems.
E) Assign the correct Salesforce users to the Call Center.

Solutions: