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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. When a Self Service Portal User adds a Case Comment the following actions take place:

A) A Workflow rules is activated
B) An Assignment Rule is Activated
C) An email is automatically sent to the case owner
D) None of the above

2. Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

A) Create three article types for each product area (Personal Banking, Mortgage, CD).
B) Create three data categories for each product area (Personal Banking, Mortgage, CD).
C) Create two article typesto display information (Question/Answer, Product Info).
D) Create two data categories to display information (Question/Answer, Product Info).

3. Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?

A) Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
B) Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
C) Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
D) Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created

4. Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A) Sites
B) Customer Community
C) Employee Community
D) Partner Community

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

Solutions: