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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A) Average Number of days to close cases
B) Number of open cases per day
C) Number of new customers added
D) Number of Closedcases on first call
E) Number of cases escalated

2. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

A) Collapsible Sidebar Components
B) Multiple Monitors Components
C) ConfigureMacros
D) Console Keyboard Shortcuts

3. Universal Containers is implementing aKnowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A) Create at least two different approval processes.
B) Grant managers the Manage Data Categories permission.
C) Create at least two different data categories.
D) Grant managers the Manage Salesforce Knowledge permission.
E) Create at least two different article types.

4. Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A) Ability to determine if a customer has escalated a case in the past
B) Ability to prompt callers for the service contract number within IVR menus
C) Ability to specify unique service levels for each customer
D) Ability to enforce service levels with the time-dependent processes

5. Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A) Computer Telephony Integration
B) Order Management System
C) Automatic Call Distribution
D) Interactive Voice Response

Solutions: