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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

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

Question 2

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Knowledge search query with no results.
B. Number of knowledge articles in each data category.
C. Knowledge articles created by call center agents.
D. Knowledge articles with the lowest rating.

Question 3

A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

A. Set up the article actions and assign publishers to each action
B. Create the custom fields for the slide type
C. Set the publicationstatus of the article tame to draft status
D. Create thedata categories and set up the data category values.
E. Set up a zip file that contains the CSV, HTML, and image files.

Question 4

Which two solutions can be used to enable agents to manage multiple cases at the sametime when designing a Contact Center? Choose 2 answers

A. Live Agent
B. Social Customer Service
C. Computer Telephone Integration
D. Interactive Voice Response

Question 5

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A. RESTful services with GET, POST, or PUT
B. Visualforce page APEX SOAP async callout
C. Schedule batch Apex processing job
D. Workflow-driven outbound messaging

Solutions: