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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A) To provide live support for system and data backup
B) To provide information planning planned maintenance
C) To provide online security threat information
D) To provide live and historical data on system performance
E) To provide best practices for continuity plans

2. All of the following objects may have a queue EXCEPT:

A) Custom Objects
B) Cases
C) Accounts
D) Leads

3. Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A) Visualforce page APEX SOAP async callout
B) Workflow-driven outbound messaging
C) Schedule batch Apex processing job
D) RESTful services with GET, POST, or PUT

4. UniversalContainers plans to migrate data into SFDC from alegacy system. Which step should be taken before performing the migration of the data (Choose 2)?

A) Perform data cleaning
B) Normalize database
C) Develop data map
D) Enable data validation rules

5. An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

A) Average queue time per agent
B) Number of leads created
C) Cost per call
D) Opportunities per channel
E) Number of sales queues

Solutions: