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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Case escalation rules triggered on the lastmodification will be reset each time a user does which of the following actions?

A. All of the above
B. Edits the case
C. Adds a related comment to the case
D. Reads the case
E. Adds an activity or sends an email from thecase record

Question 2

Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A. Salesforce console
B. Case escalation
C. Entitlements and milestones
D. Case assignment

Question 3

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A. The report chart is added to the Page Layout.
B. The report contains a chart.
C. The report hasa standard Report Type.
D. The report is a Summary or Matrix report.
E. The report is shared with a Chatter Group.

Question 4

Which two configuration steps are required before quick actions can be used in Macros?

A. The specific quick action must be added to the case Feed.
B. Global Actions needs on the publisher layout.
C. The specific quick action must be added to the case record Type.
D. Quick Actions must be enabled in the org.

Question 5

UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A. Interaction Log
B. Lightning Row for Service
C. Lightning Process Builder
D. Path for Cases

Solutions: