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Salesforce ADX261 Exam Syllabus Topics:

Topic 1
  • Add the Reputation component to the community
  • Customize fields, page layouts, and record types for different kinds of support cases
Topic 2
  • Create and manage entitlements to customize the level of support for each customer
  • Enable Lightning Knowledge and assign appropriate user licenses
Topic 3
  • Customize the look and layout of the community
  • Create processes to streamline a support team’s workflow and case management
Topic 4
  • Customize access to, permissions for, and visibility of knowledge tools and processes
  • Enable communities in your Salesforce org
Topic 5
  • Define picklist values for each new record type
  • Salesforce Self-Service Communities
  • Create your own Service Console app

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q90-Q95):


What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent's product specialization?

  • A. Create a data category for each product; assign data categories to service agents.
  • B. Create an article action for each record type; assign record types to service agents.
  • C. Create a page layout for each record type; assign layouts to service agents.
  • D. Create a permission set for each record type; assign permissions to service agents.

Answer: C


Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.

Which Service Cloud feature should the Consultant recommend to address this requirement?

  • A. Case Assignment
  • B. Entitlements and Milestones
  • C. Salesforce Console
  • D. Case Escalation

Answer: B


Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which three benefits can be expected from KCS adoption? Choose 3 answers

  • A. Increased call routing accuracy
  • B. Optimized use of resources
  • C. Reduced issue resolution time
  • D. Reduced support channels
  • E. Increased call deflection

Answer: B,C,D


to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case record page.

  • A. Add the knowledge tab to the service console
  • B. Add the knowledge related list to the case record page
  • C. Add knowledge component to case record page
  • D. Add knowledge data categories to each case

Answer: C


universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.

Which two strategies should a consultant recommend?

  • A. Dashboad folder sharing
  • B. Case Object permissions set to create and read
  • C. Dynamic dashboards
  • D. Org wide default for cases set to private

Answer: C,D



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