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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A) Developing a knowledge base on the experience of an individual
B) Rewarding learning, collaboration, sharing and improving.
C) Creating content as aresult of solving issues
D) Evolving content-based product lifecycles

2. Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

A) Create a custom Visualforce page.
B) Create a custom related list on the case.
C) Create a custom report.
D) Create a custom view on the Case tab.

3. Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A) Publish a Managed Package
B) Use a Change Set
C) Create an Unmanaged Package
D) Manually re-create the Permission Sets

4. Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A) Comment Search Component
B) Search Utility Component
C) Global Search
D) Comments List View

5. Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

A) Match each new article to an existing article type
B) Load all articles with the Apex data loader tool
C) Create a single CSV file, including all article types
D) Create multiple CSV files, one for each article type
E) Create HTML files referencing image to be uploaded

Solutions: