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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is implementing aKnowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A) Create at least two different article types.
B) Create at least two different data categories.
C) Grant managers the Manage Salesforce Knowledge permission.
D) Create at least two different approval processes.
E) Grant managers the Manage Data Categories permission.

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

3. WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A) Account tab with Cases related list
B) Account tabs with Case Subtabs
C) Account tabs and Casestab
D) Case tabs with Account subtabs

4. Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A) Review existing cases for an account.
B) Post report information on Chatter.
C) Run and view Salesforce reports.
D) Update case data for a customer.

5. A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?

A) Define topics for each knowledge article.
B) Define data categories with custom visibility.
C) Define a custom field to identify the subject.
D) Define article typeswith public sharing settings.

Solutions: