Free ADM-261 Questions for Salesforce ADM-261 Exam

Question #1

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Validation Rules for article record types to verify all fields during creation.

B. Approval Process that assigns an Article to a Reviewer Queue.

C. Data Category to assign an article record type to a Reviewer.

D. Knowledge Action to Publish an Article once the Article is approved.

Discussion 0

Correct Answer: A,C Vote an answer

Question #2

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A. Create a single Dashboard with a Region filter.

B. Create a Dashboard for each Region.

C. Create a single Dashboard with a Case Team filter.

D. Create a Dashboard for each CaseTeam.

Discussion 0

Correct Answer: A Vote an answer

Question #3

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A. Assign team-based profiles to theassociated product data category value

B. Assign team-based roles to theassociated product article types

C. Assign team-based profiles to the associated product article types

D. Assign team-based roles to the associated product data category value

Discussion 0

Correct Answer: D Vote an answer

Question #4

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things willhappened?

A. The Customer doesn't know they were transferred

B. The Customer is shown the new Rep's name

C. Both Service Reps can chat with the customer

D. The chat transcripts and case are transferred

Discussion 0

Correct Answer: B,D Vote an answer

Question #5

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. Filter the views by case owner

B. Restrict visibilityof the views

C. Remove filter criteria from the views

D. Reduce the number of fields displayed

Discussion 0

Correct Answer: A,D Vote an answer

Question #6

Which of the following utilize the "Automated Case User" (Choose 3 answers):

A. When an email notification is triggered via workflow this user is listed in the case history

B. When a case is created via Web-To-Case this user is listed in the case history

C. When a case is automatically assigned using assignment rules this user is listed in the case history

D. When a case is escalated this user is listed in the case history

E. When a case iscreated via Email-To-Case this user isassigned as the case owner

Discussion 0

Correct Answer: B,C,D Vote an answer

Question #7

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

A. Lightning Guided Engagement

B. Lightning Flow Component

C. Service Console Macros

D. Path for Cases

Discussion 0

Correct Answer: A Vote an answer

Question #8

Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

A. Criteria for plan activation

B. Open access to systems

C. Site consolidation

D. Recovery point objective

Discussion 0

Correct Answer: A Vote an answer

Question #9

Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A. Use Process Builder for notifications and account teams to monitor cases.

B. Use escalation rules for notifications and account teams to monitor cases.

C. Use Process Builder for notifications and case teams to monitor cases.

D. Use escalation rules for notifications and case teams to monitor cases.

Discussion 0

Correct Answer: C Vote an answer

Question #10

A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A. Create a task related to the article with a reminderset for the article start date.

B. Set the article publish date to automatically display the article on the start datE.

C. Send an email reminder to update the article status to Published on the start date.

D. Create a workflow rule to update the article status to Published on the article start date.

Discussion 0

Correct Answer: B Vote an answer

Question #11

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A. Create a custom object for eachstep in the process

B. Use Visual Workflow to streamline the process

C. Organize the fields on the page layout to match each process

D. Use Visualforce to create a wizard for each process

Discussion 0

Correct Answer: B,C Vote an answer

Question #12

Which Lightning Service Console featureshould be used to enable Service Reps to send emails with attachments to customers basedon the Case details?

A. Process Builder

B. Visual Workflow

C. Lightning Knowledge

D. Macros

Discussion 0

Correct Answer: A Vote an answer

Question #13

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A. On-Demand Email-to-Case

B. Email-to-Case

C. Salesforce for Outlook

D. Web-to-Case

Discussion 0

Correct Answer: B Vote an answer

Free ADM-261 Questions for Salesforce Service Cloud Administration ADM-261 Exam as PDF & Practice Test Engine

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