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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.
Which configuration option should be verified?

A) Verify that users are assigned the chat user profile.
B) Verify that users have access tothe chat public group.
C) Verify that users have access to the chat buttons.
D) Verify that users are assigned the chat feature license.

2. Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will bemigrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

A) Migrate case data and deploy to all users at office
B) Deploy inphases using countries as pilots
C) Migrate agents to Force.com Connect Offline during deployment
D) Deploy based on the number of trainers available

3. Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

A) Record types
B) Divisions
C) Tiered data strategy
D) Custom indexes
E) Custom search

4. What are two benefits of deploying Knowledge in Customer Communities?

A) Reduces incoming call volume
B) Eliminates tracking of customer entitlements
C) Replaces the need for an email channel
D) Uncovers gap in the knowledge base

5. You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?

A) Tag another chatter user
B) Returns a link that returns a post with the same reference
C) Deletes posts

Solutions: