Salesforce ADM-261 : Service Cloud Administration

Our real exam test (Service Cloud Administration) types introduce

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Salesforce Service Cloud Administration Sample Questions:

1. Which configuration item must be created when implementing Lightning Knowledge?

A) Article Types
B) Attachment Types
C) File Types
D) Record Types

2. Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articlespertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A) Create geography-based profiles to restrict access by mapping articletypes
B) Create geography-based roles to restrict access by mapping article types
C) Create geography-based profiles to restrict access using data categories
D) Create geography-based roles to restrict access using data categories

3. Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers

A) Assign users to a Permission Set with access to the service console app.
B) Assign users to a Permission Set granting the Service User license.
C) Assign users to a Public Group with access to the service console app.
D) Assign users the Service User license on their User record.

4. Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A) Sites
B) Employee Community
C) Partner Community
D) Customer Community

5. A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the case lifecycle report type.
B) Create a report using the case historical trending reporttype.
C) Create a report using the case age report type.
D) Create a report using the case snapshot report type.

Solutions: