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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A) Data Categories and Article Actions
B) Service Console Knowledge Components
C) Data Categories and Article Types
D) Service Console Profile Assignments

2. Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers

A) Omni-Channel
B) Macros
C) Chatter
D) Publisher Actions
E) Quick Text

3. Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A) Customer portalPartner portal
B) Force.com Web Services API
C) Self-serviceportal
D) Force.com Sites
E) Partner portal

4. Universal Container'sagent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A) Add multiple ELSE IF blocks after the IF block
B) Create a formula to build the macro logic around
C) Add a formula block to the macro
D) Add conditional logic to the instructions

5. UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A) Create a custom web service to handle invoice inserts and updates from the billing system
B) Create a Visualforce page that retrieves payment information via a Web Service call-out
C) Create a custom tab of type URL that displays a search page from the billing system
D) Import payment data into Salesforce and add to the contact page layout related list

Solutions: