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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Case escalation rules triggered on the lastmodification will be reset each time a user does which of the following actions?

A. Edits the case
B. Adds a related comment to the case
C. Adds an activity or sends an email from thecase record
D. All of the above
E. Reads the case

Question 2

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A. Provide a self-help Customer Community.
B. Ask sales reps to respond to support Cases.
C. Add more support phone lines.
D. Limit Customers to 5 Cases per day.

Question 3

One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a SystemAdministrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?

A. Use Data Loader to delete the corrupt data.
B. Restore the data using the available backup.
C. Manually update the corrupt data to correct it.
D. Log aData Recovery case with Salesforce Support.

Question 4

Universal Containers support manager wants to share product-specific information with their customerCommunities. What should a consultant recommend to meet this requirement? Choose 3 answers

A. Publish Articles to external channels
B. Configure Content Library permission
C. Assign Article types to the Community
D. Enable Public Solutions
E. Enable Article deliveries

Question 5

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A. Activate data validation rules
B. Data Cleansing
C. Data mapping
D. Data Normalization

Solutions: