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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospectsthat have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.

A) Number of lead referrals
B) Number of attempts to contact
C) Number of outbound calls per day
D) Number of closed cases

2. Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers
* Link new posts andcomments to an existing customer record* Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A) Enable Salesforce social profile on contacts.
B) Integrate Facebook to its existing Customer Community.
C) Create a Lightning Platform app for Facebook monitoring.
D) Enable Social Customer Service.

3. Universal Containers has determined that case list views are slow to load because of the large number of cases inthe system.
Which two actions will improve the performance of the list views? Choose 2 answers

A) Filter the views by case owner
B) Restrict visibilityof the views
C) Reduce the number of fields displayed
D) Remove filter criteria from the views

4. TheUniversal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A) Measure and reward agents based on the number of new articles approved for publication.
B) Measure and reward agents basedon the number of new articles submitted for approval.
C) Require agents to check a box on the case when submitting a new suggested article.
D) Create a dashboard that includes articles submitted by agents and approved for publication.

5. Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A) Set up analytical snapshots to capture key case information and create historical trending reports.
B) Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.
C) Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
D) Set up a Salesforce Customer Community that will allow customers to create cases online.

Solutions: