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Nowadays, with the rapid development of science and technology, the eager for talents in all fields has expand increasingly, which makes a large numbers of people attach much importance to getting Salesforce ADM-261 certificates to prove their ability. However, obtaining the certificate is not an easy thing for most people. People are likely to be confronted with many unexpected problems. Therefore, how to pass Salesforce ADM-261 exam and gain a certificate successfully is of great importance to people. Here our company can be your learning partner and try our best to help you to get success in ADM-261 actual exam. Why should you choose our ADM-261 training online: Service Cloud Administration? The reasons are follows.
Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Customer Service Channels | - Digital Engagement
|
| Topic 2: Knowledge Management | - Salesforce Knowledge
|
| Topic 3: Service Process Automation | - Service Level Management
|
| Topic 4: Service Cloud Fundamentals | - Service Console and User Interface
|
| Topic 5: Service Analytics and Reporting | - Reports and dashboards
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
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 workflow rule with an action
B. Use a validation rule
C. Use an Apex trigger
D. Use a case assignment rule
Question 2
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objectsin a single view while working on a case.
How should the requirement be met?
A. Create a custom related list on the case
B. Create a custom Visualforce page
C. Create a custom view on the Case tab
D. Create a custom report
Question 3
How should a consultant providesuggested articlefunctionality to lightning service console users?
A. Add theknowledge tab to the console app.
B. Create email templates with knowledge articles attached.
C. Add the suggested article widget to the case page layout.
D. Add the knowledge component to the service console.
Question 4
Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers
A. Remove Apex code references to the ArticleType field.
B. Rename the Visualforce page to "Lightning Knowledge"
C. Configure the Visualforce page to use the Lightning Design System.
D. Remove Apex code references to the Article RecordType field.
Question 5
Which native Service Cloud solution is used for case satisfaction surveys?
A. Enable the case survey option on the caseobject
B. Create a Web-to-case form with a custom case type of survey
C. Check the survey option in the case settings
D. Enable the case survey auto-response rule
Solutions:
| Question 1 Answer: A | Question 2 Answer: A | Question 3 Answer: D | Question 4 Answer: B,C | Question 5 Answer: B |
