Salesforce Service Cloud Consultant ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements werediscovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?

A) Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
B) Add development resources to the project team to build out the additional requirements.
C) Adjustthe project scope to accommodate new requirements and continue with the original project schedule
D) Document the requirements gap and communicate development options to the project team

2. In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A) Create a custom object for eachstep in the process
B) Use Visual Workflow to streamline the process
C) Organize the fields on the page layout to match each process
D) Use Visualforce to create a wizard for each process

3. If youdelete a case, which two also get deleted? (Choose two answers)

A) Attachments
B) Account
C) Solution
D) Event

4. A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A) Set the article publish date to automatically display the article on the start datE.
B) Create a task related to the article with a reminderset for the article start date.
C) Send an email reminder to update the article status to Published on the start date.
D) Create a workflow rule to update the article status to Published on the article start date.

5. Which feature should a consultant configure to allow global service reps tocall customers from within the lightning service console?

A) Open CTI
B) Local presence
C) Macros
D) Lightning dialer

Solutions: