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Salesforce ADX261 Exam Syllabus Topics:

Topic 1
  • Create and manage entitlements to customize the level of support for each customer
  • Enable Lightning Knowledge and assign appropriate user licenses
Topic 2
  • Add the Reputation component to the community
  • Customize fields, page layouts, and record types for different kinds of support cases
Topic 3
  • Enable and utilize Chat (formerly Live Agent
  • Customize the Lightning Console pages
Topic 4
  • Manage and close cases more efficiently using knowledge articles
  • Create and manage articles to ensure quality of information
Topic 5
  • Optimize the use of Omni-Channel
  • Case Escalations and Entitlements

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Salesforce Administer and Maintain Service Cloud Sample Questions (Q70-Q75):


Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.

What should the consultant recommend to mitigation these concerns?

  • A. Configure the new app in developer org and use an unmanaged package to deploy to production.
  • B. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
  • C. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
  • D. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

Answer: A


Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

  • A. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
  • B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
  • C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
  • D. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Answer: B


universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.

Which 3 best practices should a consultant recommend?

  • A. Import the records and use duplicate management
  • B. Deduplicate the data before importing into SF
  • C. Import records and cretae a a worflow rule to change the data type
  • D. Standardize all rows to match salesforce data types
  • E. Install data quality analysis dashboards from the appexchange

Answer: B,D,E


Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

How should this be implemented?

Choose 2 answers

  • A. Multiple Article Record Types can be imported in the same CSV.
  • B. Each Article Record Type must be in a separate CSV.
  • C. Article Record Types will be created as part of the import.
  • D. Article Record Types must be created before the import.

Answer: A,D


Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

  • A. Standard Email-to-Case with assignment rules
  • B. Omni-Channel with prioritized queues
  • C. Lightning Email with web routing prioritization
  • D. Standard Web-to-Case with assignment rules

Answer: A



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