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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A) Employee Community
B) Partner Community
C) Customer Community
D) Company Community

2. Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

A) Allows Chatter Messenger to be used between agents
B) Is available for users in the partner portal
C) Indicates when records and lists are changed by others
D) Displays records and their related items as tabs on one screen

3. A manager has noticed an increasein average case age. This isnegatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the Case Age report type.
B) Create a report using the Case Snapshot report type.
C) Create a report using the Case Historical Trending report type.
D) Create a report using the Case Lifecycle report type.

4. Why would customer upgrade from self-service to customer portal (Choose 3)?

A) Simpler and easier to configure
B) Betterreporting
C) Access to custom objects
D) Branded site

5. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A) Create a Visualforce page on the customer community portal.
B) Set up insert Article into Social post and enable the customer community portal.
C) Create a Chatter group and invite the customer to join withan external chatter user.
D) Set up communication channel layouts in the object manager to use Insert Article into Social post.

Solutions: