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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?

A) Contract details related to the entitlement
B) Products and assets associated to the case
C) Articles appearing in the Knowledge sidebar
D) Knowledge articles attached to the case

2. All of the following objects may have a queue EXCEPT:

A) Cases
B) Accounts
C) Leads
D) Custom Objects

3. Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A) Number of archived articles
B) Number of customer ratings
C) Number of approved articles
D) Number of article votes

4. Why would customer upgrade from self-service to customer portal (Choose 3)?

A) Betterreporting
B) Simpler and easier to configure
C) Access to custom objects
D) Branded site

5. A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A) Create an API integration between Salesforce and the telephony system.
B) Use a computer telephony integration (CTI) adapter that supports its telephony system.
C) Build a custom computer telephony integration (CTI) adapter using the Toolkit.
D) Implement an on demand telephony solution provided by a vendor.

Solutions: