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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Whichtwo feature should the consultant recommend as part of the deployment?

A) Retrieve Social Studio credentials.
B) Create and assign permission sets to give agents social account access.
C) Enable the Moderation feature to automatically create cases from posts.
D) Select two Twitter or Facebook accounts.

2. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A) Quality monitoring score
B) Schedule adherence
C) Agent utilization
D) Number of calls offered

3. Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.

A) Create three data categories for each product area (Personal Banking, Mortgage, CD).
B) Create two data categories to display information (Question/Answer, Product Info).
C) Create two article typesto display information (Question/Answer, Product Info).
D) Create three article types for each product area (Personal Banking, Mortgage, CD).

4. Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A) Post report information on Chatter.
B) Review existing cases for an account.
C) Update case data for a customer.
D) Run and view Salesforce reports.

5. Which three processes are uses case for Visual Workflow? Choose 3 answers

A) Field validation during case creation
B) Decision-based troubleshooting for agents
C) Caller verification and creation of a new case
D) Assignment of email to a case queue based on subject
E) Cross-sell promotions for agents

Solutions: