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Free Salesforce ADM-261 Sample Questions

Question 1

A Global company requires public documents to betranslated into multiple languages.Which implementation should the consultant recommend?

A. Lightning Knowledge
B. Classic Knowledge
C. Salesforce Content
D. Salesforce Files

Answer: B

Question 2

What is a business continuity challenge in a cloud-based contact center that operates24/7? Choose 2 answers

A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage

Answer: A,B

Question 3

What is the primary function of a private branch exchange (PBX)?

A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To mate calls to different agents

Answer: A

Question 4

The cost of service for Universal Containers' contact centers has steadily increased. Whatsolution should a consultant recommend to help reduce the cost of service in the contactcenters? Choose 2 answers.

A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a ServiceCloud portal.

Answer: B,C

Question 5

Universal Containers wants to be able to assign Cases based on the same criteria they usefor Live Agent chats. Which feature should a Consultant recommend?

A. Omni-channel Skills-based routing
B. Live AgentQueue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules

Answer: B


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