Free ADM-261 – Service Cloud Administration Practice Test Question

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  Only one inbound email address can be used for Email-to-Case

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  Follow-up emails and attachments related to a case are attached to the case

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  Assignment, escalation, and workflow rules are processed on inbound emails

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  Follow-up emails related to a case will update the case comments
  

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  Knowledge Base

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  Customer Community

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  Automatic Call Distribution

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  Service Cloud Console
  

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  Restrict visibility of the views

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  Reduce the number of fields displayed

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  Filter the views by case owner

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  Remove filter criteria from the views
  

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  Apex code must be used to update fields in the database.

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  Elements can be used to pass data to legacy systems.

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  Apex code must be used to pass data to legacy systems.

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  Only one version of a flow can be activated at a time.

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  Elements can be used to update fields in the database.
  
  

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  Enable Chatter for agent collaboration.

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  Create auto response templates for emails.

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  Enable Knowledge in a Service Cloud portal.

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  Enable Ideas in a Service Cloud portal.
  

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  Enable service contracts and entitlements.

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  Implement Salesforce Console for Service to support agents.

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  Leverage Live Agent for web-based chat.

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  Implement Salesforce Knowledge on a portal.
  

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  Visual Workflow

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  Lightning Guided Engagement

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  Quick Text

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  Macros
  
  

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  Implement Partner Communities with Knowledge.

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  Implement Customer Communities with Content.

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  Implement Employee Communities with Content.

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  Implement Customer Communities with Knowledge.
  
  

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  Enable Omni Channel in Setup.

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  Assign Users to the Omni Channel Feature License.

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  Assign Users to Omni Channel permissions.

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  Contact Salesforce to have Omni Channel enabled.
  
  

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  Web to case

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  Email to case

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  Web self service

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  Chat
  

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  Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue             

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  Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case             

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  Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case             

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  Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

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  Leads and Cases

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  Leads and accounts

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  Accounts and Opportunity

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  Accounts and Cases
  

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  Create, approve, publish, consume, feedback

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  Create, feedback, publish, approve, consume

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  Create, publish, feedback, approve, consume

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  Create, consume, feedback, approve, publish
  
  

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  Comment Search Component

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  Comments List View

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  Global Search

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  Search Utility Component
  
  

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  Ensure that each image does NOT exceed the maximum of 25 MB

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  Upload the images into Salesforce prior to importing the articles

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  Convert all images to .jpeg, as this is the only supported file type

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  Include images in an .html file using the image tag and src attribute