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3 versions for the client to choose

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A) Create, feedback, publish,approve, consume
B) Create, publish, feedback, approve,consume
C) Create, approve, publish, consume, feedback
D) Create, consume, feedback, approve, publish

2. Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.

A) Leverage Live Agent for web-based chat.
B) Implement Salesforce Knowledge on a portal.
C) Implement Salesforce Console for Service to support agents.
D) Enable service contracts and entitlements.

3. Which support channel requires the smallest amount of agent work time?

A) Webself service
B) Chat
C) Web to case
D) Email to case

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

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

5. UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

A) Configure workflow rules for each data category
B) Configure article types for each kind of content
C) Define approval processes for eacharticle type
D) Define approval processes for each product
E) Configure data category values for each product

Solutions: