Expert Answers to Salesforce Exam ADM-261 Questions

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Salesforce Consultant Service Cloud Administration(SP23)

Service Cloud Administration(SP23)

Last Update May 19, 2024
Total Questions : 355

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Questions 4

Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Options:

Grant managers the Manage Salesforce Knowledge permission.

Create at least two different data categories.

Create at least two different article types.

Create at least two different approval processes.

Grant managers the Manage Data Categories permission.

Discussion 0

Questions 5

Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

Options:

Contact salesforce to have Omni channel enabled.

Enable Omni channel in setup.

Assign users to the Omni channel feature license.

Assign users to Omni channel permissions.

Discussion 0

Questions 6

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.

Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

Options:

Install an adapter from AppExdiange to work with third-party CTI systems.

Enable Live Agent in their community to chat with an agent.

Assign the correct Salesforce users to the Call Center.

Create asoftphone layout and assign to user profiles.

Assign the Salesforce CTI license to Salesforce users.

Discussion 0

Questions 7

Which two capabilities of Salesforce Knowledge ensure accurate content inArticles?

Choose 2 answers

Options:

Data Category to assign an Article Type to a Reviewer

Validation Rules for Article Types to verify all fields during creation

Knowledge Action to Publish an Article once the Article is approved

Approval Process thatassigns an Article to a Reviewer Queue

Discussion 0

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