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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers has determined that case list views are slow to load because of the large number of cases inthe system.
Which two actions will improve the performance of the list views? Choose 2 answers

A. Reduce the number of fields displayed
B. Filter the views by case owner
C. Remove filter criteria from the views
D. Restrict visibilityof the views

Question 2

Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts andcomments to an existing customer record* Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A. Enable Salesforce social profile on contacts.
B. Integrate Facebook to its existing Customer Community.
C. Enable Social Customer Service.
D. Create a Lightning Platform app for Facebook monitoring.

Question 3

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

A. Live Agent
B. Case Assignment Rules
C. Process Builder Assignment
D. Omni Channel

Question 4

Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization(RMA) and/or Field Service Request (FSR). The original caseCANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should UniversalContainers consider when designing the solution? Choose 3 answers

A. RMA and FSR escalation requirements
B. Case closure rules on the original case
C. Visibility and access to the RMAand FSR records
D. Average incoming case volume
E. Relationship to the primary contact

Question 5

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provideaccess based on criteria of the article.
B. Create separate data category groups for each division and assign the category to a division profile.
C. Create a single data category group for each division and provide access using the role hierarchy.
D. Create a sharing rule for each division to provide access using the role hierarchy.

Solutions: