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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Salesforce Knowledge
|
| Topic 2: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 3: Service Cloud Fundamentals | - Case Management
|
| Topic 4: Customer Service Channels | - Call Center Integration
|
| Topic 5: Service Process Automation | - Service Level Management
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
A. Average Handle Time
B. Service-Level Agreements
C. Time to Answer
D. First Call Resolution
Question 2
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?
A. Email to Case
B. On Demand Email to Case
C. Community
D. Web to Case
Question 3
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. High Volume Customer Portal
C. Customer Community
D. Lightning External Apps Starter
Question 4
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. 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 a global team of experienced agents and leaders to create a common design template and report structure.
B. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
C. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
D. Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.
Question 5
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
A. Standard email to case
B. Omni channel routing
C. On-Demand Email-to-case
D. Web tocase forms
Solutions:
| Question 1 Answer: A,D | Question 2 Answer: A | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: C |
