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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A) Match each new article to an existing article type
B) Create HTML files referencing image to be uploaded
C) Load all articles with the Apex data loader tool
D) Create multiple CSV files, one for each article type
E) Create a single CSV file, including all article types

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

3. For which purpose should a contact center use visual workflow?

A) To automatically assign cases to a specific queue based on the customer support level.
B) To automate business processes for agents who troubleshoot customer support issues via phone.
C) To assign follow-up tasks to an agent one week after a case is closed.
D) To escalate a case to the support manager if it has been open for more than 72 hours.

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

5. A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A) Chatter Groups
B) Escalation Rules
C) Public Groups
D) Mass Email

Solutions: