Salesforce Service Cloud Administration - ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A) Article Types
B) Omni-Channel
C) Page Layouts
D) Record Types
E) Support Processes

2. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

A) Salesforce Knowledge
B) Open CTI
C) Live Agent
D) Salesforce for Twitter

3. What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

A) Streamline the agent interface.
B) Enable templates for written responses.
C) Offer supports through Facebook and twitter.
D) Implement team productivity dashboards.

4. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

A) Customer Community Plus
B) Customer Community
C) Lightning External Apps Starter
D) High Volume Customer Portal

5. Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A) Send out a monthly survey to customers requesting feedback.
B) Contact Salesforce to send a report on article efficacy.
C) Create a group of super users that will evaluate and manage articles.
D) Install Knowledge Base Dashboards and Reports AppExchange package.

Solutions: