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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?

A. Remove these fields from the page layout and add the fieldsto the highlights panel
B. Add the fields to the page layout and add the fields to the highlights panel.
C. Remove these fields from the page layout and add the components to the highlights panel.
D. Add these fields to the page layout and add the components to the highlights panel

Question 2

Which case submission process leverages Apex emailservices?

A. Case submitted using chat
B. Web-to-Case
C. Email-to-Case
D. On-demand Email-to-Case

Question 3

Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?

A. Emall-to-Case
B. Web-to-Case
C. On-Demand Email-to-Case
D. Customer Chatter groups

Question 4

A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet thisrequirement?

A. Customer Community
B. Lightning Service Console
C. Field Service Lightning
D. An AppExchange Solution

Question 5

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A. Case volume by channel.
B. Cases created by type.
C. Average case stage duration.
D. Open cases by reason.

Solutions: