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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

A) A Custom Component
B) A Twitter Macro
C) The Case Feed
D) The Social Feed

2. What are two benefits of deploying Knowledge in Customer Communities?

A) Replaces the need for an email channel
B) Uncovers gap in the knowledge base
C) Eliminates tracking of customer entitlements
D) Reduces incoming call volume

3. What is the primary function of a private branch exchange (PBX)?

A) To receive multiple calls at one time
B) To report the caller's background information
C) To mate calls to different agents
D) To use speech recognition to direct calls

4. Universal Containers (UC) is currently livewith Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?

A) Developer Pro Sandbox
B) Full Sandbox
C) Administrator Sandbox
D) Partial Copy Sandbox

5. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers

A) Ask contact center managers to review data each quarter to possibly delete.
B) Optimize queries to reduce thescope of Cases included with each search.
C) Write an Apex trigger that deletes one case eachtime a new case is created.
D) Create a data retention plan that archives or purges Cases at regular intervals.

Solutions: