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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go- live. Agents will need easy access to case information for the last one year.

A) Migrate closed cases with milestones and entitlements
B) Migrate open and closed cases with milestones and entitlements
C) Migrate open and closed cases without milestones and entitlements
D) Migrate closed cases to a custom read-only object

2. Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

A) Service Console Knowledge Components
B) Data Categories and Article Actions
C) Service Console Profile Assignments
D) Data Categories and Article Types

3. UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

A) Create a custom list view for cases, contacts, and orders and pin them to the side bar.
B) Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
C) Enable the "Access Recent Items" user permission on the user profiles.
D) Enable the "History" component within the Salesforce Console for Service.

4. Milestones can be added to which three Object types? Choose 3 answers

A) Service
B) Case
C) Account
D) Entitlement
E) Work Order

5. Universal Containers has defined a set of steps that each Case must go through, fromsubmission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A) UseProcess Builder with Scheduled Actions
B) Configure Case Escalation Rules.
C) Define Entitlement and Milestones.
D) Enable Omni-Channel Routing.

Solutions: