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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

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

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

3. Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization(RMA) and/or Field Service Request (FSR). The original caseCANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should UniversalContainers consider when designing the solution? Choose 3 answers

A) Relationship to the primary contact
B) Visibility and access to the RMAand FSR records
C) Case closure rules on the original case
D) RMA and FSR escalation requirements
E) Average incoming case volume

4. Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A) Average handle time
B) Escalation rate
C) Averagespeed to answer
D) First contact resolution

5. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A) Provide a macro that will automatically create the activities when executed.
B) Add an object-specific custom quick action to create new activities.
C) Hire a certified developer to write an apex trigger thatcreates each new activity.
D) Assign a single agent to create the activities on all new onboarding cases.

Solutions: