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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A) Cases report sorted by Rep and Case CreatedDate
B) Cases report sorted by Rep and Case Owner
C) Omni-Channel Supervisor tab
D) Omni-ChannelUtility Component

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

A) Both Service Reps can chat with the customer
B) The Customer doesn't know they were transferred
C) The Customer is shown the new Rep's name
D) The chat transcripts and case are transferred

3. A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A) Mass Email
B) Escalation Rules
C) Public Groups
D) Chatter Groups

4. Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

A) Configure LiveMessage
B) Create quick actions
C) Activate quick test
D) Deploy Pre-Chat form

5. Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A) Use the Lightning Knowledge MigrationTool and choose 'include files'.
B) Upload the files as Documents, then relate them to the migrated Articles.
C) Post the Files to the Chatter Feed on each Article.
D) Use the Files Related List on each article to add files to your articles.

Solutions: