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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A) Create a Dashboard for each Region.
B) Create a single Dashboard with a Case Team filter.
C) Create a Dashboard for each CaseTeam.
D) Create a single Dashboard with a Region filter.

2. Universal Containers has defined a set of steps that each Case must go through, fromsubmission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A) UseProcess Builder with Scheduled Actions
B) Enable Omni-Channel Routing.
C) Define Entitlement and Milestones.
D) Configure Case Escalation Rules.

3. What is a benefit of a quality monitoring system? Choose 2 answers

A) Enforce a consistent standard of service for customer interaction
B) Teach new agents how to handle difficult situations
C) Lower the average speed of answer (ASA)
D) Capture inappropriate word usage and generate reports

4. A Service Rep transfers a Live Agent Chat to another Rep.
Which two things willhappened?

A) The Customer is shown the new Rep's name
B) The Customer doesn't know they were transferred
C) The chat transcripts and case are transferred
D) Both Service Reps can chat with the customer

5. A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A) Report on the articles attached to cases
B) Report on agent feedback on articles
C) Report on agent ratings on articles
D) Report on the articlesfollowed in Chatter

Solutions: