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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What are two design considerations for a Live Agent implementation? Choose 2 answers

A) Chat Visitor Browser
B) Idle Connection Timeout
C) ChatCharacter Limit
D) Chat Window Title

2. Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A) Push Notifications
B) Omni-channel Supervisor
C) Case Feed
D) Next Best Actions

3. Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?

A) Case Milestones
B) Case Escalation
C) Entitlements
D) Omni-Channel

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

5. What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.

A) Suggest articles for an email-to-case question
B) Suggest articles for a web-to-case question
C) Recommend articles prior to a Live Agent session
D) Recommend articles during a call for a support agent

Solutions: