Salesforce Service Cloud Administration : ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?

A) Assign Users to Omni Channel permissions.
B) Enable Omni Channel in Setup.
C) Contact Salesforce to have Omni Channelenabled.
D) Assign Users to the Omni Channel Feature License.

2. Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?

A) Contract details related to the entitlement
B) Knowledge articles attached to the case
C) Products and assets associated to the case
D) Articles appearing in the Knowledge sidebar

3. The Universal Containers Contact Center hasCustomer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

A) Case Assignment Rules
B) Case Auto -Response Rules
C) Omni -Channel
D) Visual Workflow

4. Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers

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

5. The Vice President (VP) of CustomerSupport for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A) Createa central "Contact Us" page which provides access to all available channels.
B) Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
C) Optimize the customer community for mobile devices to have access to the samesupport as desktops.
D) Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
E) Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Solutions: