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Sample Questions
ADM-261 Sample Question 1
A. Enable the list to be pinned in the console. This allows users to view the list alongside thecase view in the console
B. Build a customer visual force page with the list view and assign it to the console sidebar.
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
ANSWER : A
ADM-261 Sample Question 2
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 data categories to display information (Question/Answer, Product Info).
D. Create two article typesto display information (Question/Answer, Product Info).
ANSWER : B,D
ADM-261 Sample Question 3
A. They are members of that Queue
B. They have a Contact Manager Profile
C. If the OWD for sharing cases is Public Read/Write/Transfer
D. They are higher in the Role Hierarchy than a Queue Member
E. All of the above
ANSWER : A,D
ADM-261 Sample Question 4
A. Web to case
B. Email to case
C. Webself service
D. Chat
ANSWER : C
ADM-261 Sample Question 5
A. Remove Apex code references to the Article RecordType field.
B. Configure the Visualforce page to use the Lightning Design System.
C. Rename the Visualforce page to "Lightning Knowledge"
D. Remove Apex code references to the ArticleType field.
ANSWER : B,C
ADM-261 Sample Question 6
A. Answers can be exposed to partner portal users
B. External users can subscribe to Answers
C. Escalate a question to a case
D. Knowledge articles can be created fromAnswers
E. Select best answers for questions.
ANSWER : C,D,E
ADM-261 Sample Question 7
A. # of articles per agent
B. Most popular articles
C. # of cases via email
D. Total cases created
ANSWER : B,D
ADM-261 Sample Question 8
A. Implement an on demand telephony solution provided by a vendor.
B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
C. Create an API integration between Salesforce and the telephony system.
D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
ANSWER : B
ADM-261 Sample Question 9
A. On the left sidebar of Salesforce Classic
B. On a new tab in the agent's browser
C. Onthe footer of the Lightning Console
D. On the Highlights Panel of a Primary tab
ANSWER : A,C
ADM-261 Sample Question 10
A. Adjust the dates in the project plan to account for the additional requirements andcommunicate 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 theoriginal project schedule
D. Document the requirements gap and communicate development options to the project team
ANSWER : D
ADM-261 Sample Question 11
A. When a case is automatically assigned using assignment rules this user is listed in thecase history
B. When an email notification is triggered via workflow this user is listed in the case history
C. When a case is escalated this user is listed in the case history
D. When a case is created via Web-To-Case this user is listed in the case history
E. When a case is created via Email-To-Case this user isassigned as the case owner
ANSWER : A,C,D
ADM-261 Sample Question 12
A. Email to Case
B. Chatter feeds
C. Customer Portal
D. Self Service Portal
ANSWER : B
ADM-261 Sample Question 13
A. Reads the case
B. Adds a related comment to the case
C. Adds an activity or sends an email from thecase record
D. Edits the case
E. All of the above
ANSWER : D
ADM-261 Sample Question 14
A. Account
B. Solution
C. Event
D. Attachments
ANSWER : C,D
ADM-261 Sample Question 15
A. First Call Resolution
B. Average Handle Time
C. Service-Level Agreements
D. Time to Answer
ANSWER : A,B
ADM-261 Sample Question 16
A. Leads and Cases
B. Leads and accounts
C. Accounts and Opportunity
D. Accounts and Cases
ANSWER : A
ADM-261 Sample Question 17
A. Run and view Salesforce reports.
B. Update case data for a customer.
C. Post report information on Chatter.
D. Review existing cases for an account.
ANSWER : A,D
ADM-261 Sample Question 18
A. Create a report that display the # of articles searched during the past 2 months
B. Report displays # of articles associated to data categories during past 2 months
C. Report that displays # of cases with articles attached during the past 2 months
D. Report that displays # of newarticles created during the past 2 months
ANSWER : A,C
ADM-261 Sample Question 19
A. Create a custom report
B. Create a custom related list on the case
C. Create a custom view on the Case tab
D. Create a custom Visualforce page
ANSWER : B
ADM-261 Sample Question 20
A. Users, accounts, contacts, cases
B. Accounts, contacts, cases, users
C. Users, contacts, accounts, cases
D. Accounts cases, users, contacts
ANSWER : A
ADM-261 Sample Question 21
A. On-Demand Email-to-case
B. Standard email to case
C. Web to case forms
D. Omni channel routing
ANSWER : A
ADM-261 Sample Question 22
A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A
ANSWER : A,C,D
ADM-261 Sample Question 23
A. Data loader, change sets, and Force.com Excel Connector
B. Force.com migration tool, Force.com IDE, and change sets
C. Visual Workflow, data loader, and Force.com IDE
D. Mass Transfer Records, change sets, and Force.com migration tool
ANSWER : B
ADM-261 Sample Question 24
A. Agents can use telephony on a wide range of browsers andoperating systems while onlydeveloping once.
B. Developers can embed API calls and processes on web pages to automate call handlingprocesses.
C. Developers can integrate with any telephony platform available with little to no need forcustomization.
D. Agents can run their SoftPhone at the operating system level, embedded in the task baror system tray.
ANSWER : A,B
ADM-261 Sample Question 25
A. On-demand email to case
B. On-demand email to case with sites
C. Email to case with web to case
D. Email to care with Site
ANSWER : C
ADM-261 Sample Question 26
A. Allow agents to create Knowledge articles when closing a case.
B. Require agents to create Knowledge articles when opening a case.
C. Add the Submit Feedback button to articles.
D. Add the Submit Feedback buttonon the Solutions tab.
ANSWER : A
ADM-261 Sample Question 27
A. Eliminates the need to track service level agreements
B. Reducesincoming call volume
C. Enables customers to log inquires without contacting an agent
D. Eliminates the need for support agents
ANSWER : B,C
ADM-261 Sample Question 28
A. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails
D. Enable Live Agent to handle incoming service inquiries
ANSWER : B,D
ADM-261 Sample Question 29
A. Reduce the cost per call
B. Train support agents
C. Align agent performance goals with KPIs
D. Hire additional support agents
ANSWER : B,C
ADM-261 Sample Question 30
A. Create a task related to the article with a reminderset for the article start date.
B. Create a workflow rule to update the article status to Published on the article start date.
C. Set the article publish date to automatically display the article on the start datE.
D. Send an email reminder to update the article status to Published on the start date.
ANSWER : C
ADM-261 Sample Question 31
A. Use a workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger
ANSWER : A
ADM-261 Sample Question 32
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
ANSWER : B
ADM-261 Sample Question 33
A. Route to agents with the most cases closed for that topic.
B. Route to agents staffing the assigned overflow queues.
C. Route to agents with the least amount of active assigned work.
D. Route to agents with the most capacity to take on new work.
ANSWER : C,D
ADM-261 Sample Question 34
A. Use auto response rule to send an email
B. Use escalation rule to send an email
C. Supervisors to investigate those cases
D. Identify those cases and assign to the closure team
ANSWER : C,D
ADM-261 Sample Question 35
A. Force.com Sites
B. Customer portalPartner portal
C. Self-serviceportal
D. Partner portal
E. Force.com Web Services API
ANSWER : A,E
ADM-261 Sample Question 36
A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules toassign the case to a case queue
ANSWER : A
ADM-261 Sample Question 37
A. To assign follow-up tasks to an agent one week after a case is closed.
B. To automatically assign cases to a specific queue based on the customer support level
C. To escalate to the support manager if it has beenopen for more than 72 hours
D. To automate business processes for agents who troubleshoot customer support issues via phone
ANSWER : D
ADM-261 Sample Question 38
A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
B. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
D. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
ANSWER : C
ADM-261 Sample Question 39
A. Use entitlements to define a process and milestones
B. Use case teams to close
C. Use escalation rules
ANSWER : A
ADM-261 Sample Question 40
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
ANSWER : A,B
ADM-261 Sample Question 41
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
ANSWER : A,B
ADM-261 Sample Question 42
A. Create a custom web service to handle invoice inserts and updates from the billingsystem
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out
ANSWER : D
ADM-261 Sample Question 43
A. An enterprise resource planning system
B. A knowledge management system
C. A workforce management system
D. A third -party mobile application platform
ANSWER : A
ADM-261 Sample Question 44
A. ConfigureMacros
B. Multiple Monitors Components
C. Collapsible Sidebar Components
D. Console Keyboard Shortcuts
ANSWER : A
ADM-261 Sample Question 45
A. Record Types
B. Support Processes
C. Approval Processes
D. Support Types
ANSWER : A,B
ADM-261 Sample Question 46
A. Prepare, Plan, Text, Execute, Validate
B. Prepare, Plan, Validate, Execute, Text
C. Plan, Prepare, Test, Execute, Validate
D. Plan, Prepare, Validate, Execute, Text
ANSWER : C
ADM-261 Sample Question 47
A. Workflow rule
B. Validation rules on case process field
C. Escalation rule to ignore business hours based on casecriteria
ANSWER : C
ADM-261 Sample Question 48
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
ANSWER : A,B,C
ADM-261 Sample Question 49
A. The specific Quick Action must be added to the Case Feed.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.
ANSWER : A,C
ADM-261 Sample Question 50
A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added
ANSWER : B,C,D
ADM-261 Sample Question 51
A. Create a Customer Community
B. UtilizeKCS to manage Knowledge
C. Add Live Agent to public-facing sites
D. Configure Chatter for public access
E. Implement SOS for mobile experience
ANSWER : B,C,E
ADM-261 Sample Question 52
A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B. Enable the Knowledge sidebar related list on the case page layout.
C. Enable the Knowledge sidebar setting in the case support settings.
D. Create a Visualforce page called Knowledge sidebar on the case page layout.
ANSWER : D
ADM-261 Sample Question 53
A. Enable Omni Channel in Setup.
B. Assign Users to the Omni Channel Feature License.
C. Assign Users to Omni Channel permissions.
D. Contact Salesforce to have Omni Channel enabled.
ANSWER : A
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