Salesforce ADM-261 : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A) Service Cloud Console
B) Knowledge Base
C) Customer Community
D) Automatic Call Distribution

2. A case has not been closed even after 30 days, but those cases canbe closed in 7 days. What should the consultant do toovercome this? choose 2 options

A) Use escalation rule to send an email
B) Supervisors to investigate those cases
C) Use auto response rule to send an email
D) Identify those cases and assign to the closure team

3. Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A) Report that displays # of cases with articles attached during the past 2 months
B) Report that displays # of newarticles created during the past 2 months
C) Report displays # of articlesassociated to data categories during past 2 months
D) Create a report that display the # of articles searched during the past 2 months

4. Universal Containers has millions of customers in Salesforce, but only a very smallpercentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A) Identify active Customersand send them registration instructions via email.
B) Send email notifications to all Customers to join the Community.
C) Have agents provide Customers with Community registration instructions when working a case.
D) Have agents manually create Users when Community access is requested by Customers.

5. Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A) Use escalation rules for notifications and account teams to monitor cases.
B) Use escalation rules for notifications and case teams to monitor cases.
C) Use Process Builder for notifications and account teams to monitor cases.
D) Use Process Builder for notifications and case teams to monitor cases.

Solutions: