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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Enable Live Agent to handle incoming service inquiries
D. Create auto-response templates for incoming emails

Question 2

Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.

A. Deliver training on case handling for contingent staff.
B. Monitor service level agreements (SLAs) and notify customers.
C. Route cases to agents in an alternate center.
D. Update thecase status field values.
E. Disable the Interactive Voice Response (IVR) system.

Question 3

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A. EnableOmni Channel by clicking Settings 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

Question 4

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality withconfiguration?

A. Add the fields to the page layout and add the fields to the highlights panel.
B. Add these fields to the page layout and add the components to the highlights panel
C. Remove these fields from the page layout and add the components to the highlights panel.
D. Remove these fields from the page layout and add the fieldsto the highlights panel

Question 5

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Set up analytical snapshots to capture key case information and create historical trending reports.
B. Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.
C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Solutions: