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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What is arecommended way to migrate data from an external system while ensuring that the data adheres to data qualityrules established for the Salesforce org?

A) Use the Salesforce data loader to load and cleanse the data.
B) Cleanse the data outside of Satesfbrce and then migrate the data.
C) Use the Salesforce import wizard to load and cleanse the data.
D) Upload thedata into Salesforce and then run data cleansing tools.

2. A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A) Create a dashboard to track and manage call volumes by type.
B) Create Knowledge Articles and publish internally and publicly.
C) Configure IVR routing to bypass Tier 1 for the product line.
D) Configure Omni-channel to assign cases directly to Tier 2.

3. Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

A) Create two article typesto display information (Question/Answer, Product Info).
B) Create two data categories to display information (Question/Answer, Product Info).
C) Create three article types for each product area (Personal Banking, Mortgage, CD).
D) Create three data categories for each product area (Personal Banking, Mortgage, CD).

4. Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to beunavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers. Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers

A) Send routine status updates to customers via Chatter during the upgrade.
B) Notify customers once the upgrade is completed and full services are restored.
C) Replace the defaultoutage page with a custom page containing upgrade information.
D) Communicate information about the upgrade to customers in advance.
E) Publish ongoing updates to the community knowledge base with details about the upgrade.

5. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

A) Server hardware infrastructure rebuilds
B) Highly available telecom solution
C) Periodic maintenance windows
D) System software restore after an outage

Solutions: