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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?

A) Community
B) On Demand Email to Case
C) Web to Case
D) Email to Case

2. Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A) On-Demand Email-to-Case
B) web-to-Case
C) Email-to-Case
D) An AppExchange package

3. Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?

A) Time-based Workflow Rules
B) Milestone Actions
C) Scheduled Reports
D) Process Builder Scheduled Actions

4. Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A) ChatQueue-based routing
B) Case Skills-based Assignment Rules
C) Omni-channel Queue-based routing
D) Omni-channel Skills-based routing

5. Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which twodeploysolutions should a consultant to ensure skills-based routing is operational in Production?

A) Change Sets
B) Mass Transfer Records
C) Data Import Wizard
D) Data Loader

Solutions: