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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?

A) Use aFull copy sandbox for the DR exercise
B) Use a Developer Pro sandbox for the DR exercise
C) Allow the exercise to be done in a Production instance
D) Use a Partial sandbox for the DR exercise

2. Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A) Use change sets to import data categories
B) Map articles with HTML sections to rich text area fields
C) Create a separate .csv for each article type
D) Use the data loader to import unstructured articles

3. A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A) Create a dashboard to track and manage call volumes by type.
B) Configure Omni-channel to assign cases directly to Tier 2.
C) Create Knowledge Articles and publish internally and publicly.
D) Configure IVR routing to bypass Tier 1 for the product line.

4. Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articlespertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A) Create geography-based roles to restrict access by mapping article types
B) Create geography-based roles to restrict access using data categories
C) Create geography-based profiles to restrict access using data categories
D) Create geography-based profiles to restrict access by mapping articletypes

5. Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A) Configure Live Agent Supervisor tab and Whisper Messages.
B) Configure Omni-Channel Supervisor tab and 3rd party access.
C) Add the Live Agent Component to the Utility bar.
D) Configure the SOS snap-in for the Lightning Service Console.

Solutions: