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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A) Createmultiple agent console applications and configure the Iayout based on the user's requirements.
B) Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
C) Create case page layouts for each interactionchannel and assign them to different agent profiles.
D) Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

2. Which case submission process leverages Apex emailservices?

A) Email-to-Case
B) On-demand Email-to-Case
C) Case submitted using chat
D) Web-to-Case

3. Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

A) On the left sidebar of Salesforce Classic
B) Onthe footer of the Lightning Console
C) On the Highlights Panel of a Primary tab
D) On a new tab in the agent's browser

4. Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A) Visual Workflow
B) Quick Text
C) Macros
D) Lightning Guided Engagement

5. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A) Upload the files as Documents, then relate them to the migrated Articles.
B) Post the Files to the Chatter Feed on each Article.
C) Use the Files Related List on each article to add files to your articles.
D) Use the Lightning Knowledge MigrationTool and choose 'include files'.

Solutions: