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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A) Web-to-Case
B) Salesforce for Outlook
C) On-Demand Email-to-Case
D) Email-to-Case

2. Which of the following utilize the "Automated Case User" (Choose 3 answers):

A) When a case is automatically assigned using assignment rules this user is listed in the case history
B) When a case is escalated this user is listed in the case history
C) When a case iscreated via Email-To-Case this user isassigned as the case owner
D) When an email notification is triggered via workflow this user is listed in the case history
E) When a case is created via Web-To-Case this user is listed in the case history

3. Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A) Answers can be exposed to partner portal users
B) Knowledgearticles can be created fromAnswers
C) Escalate a question to a case
D) Select best answers for questions.
E) External users can subscribe to Answers

4. What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A) Select a window of time when users will NOT be making changes to the organization.
B) Plan and communicate the deployment to all users of the organization in advance.
C) Ensure that at least 60% of the code is covered by unit tests before deploying to production.
D) Ensure all users refrain from logging into production for an entire day prior to deployment.
E) Migrate atest deployment to a stagingenvironment for a smoother real-life experience.

5. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A) Create a Process Builder and Flow to change the owner on closed cases.
B) Create a case validation rule to ensure cases are owned by a user when closed.
C) Create a case assignment ruleto ensure cases are owned by a user when closed.
D) Use a data tool to update the owner field on closed cases.

Solutions: