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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

A) Project kickoff presentation
B) Solutiondesign document
C) Project milestones
D) Requirements traceability matrix

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

3. Universal Containers has basicfield service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.
Whichsolution will create and route the field service dispatch record when the case is saved?

A) Use a case assignment rule
B) Use a validation rule
C) Use an Apex trigger
D) Use a workflow rule with an action

4. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

A) Multiple Monitors Components
B) Console Keyboard Shortcuts
C) ConfigureMacros
D) Collapsible Sidebar Components

5. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

A) Create a custom related list on the case.
B) Create a custom report.
C) Create a custom Visualforce page.
D) Create a custom view on the Case tab.

Solutions: