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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers CFO is looking for ways to reducecontact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A) Customer retention
B) First call resolution
C) Average handle time
D) Upsell percentage

2. Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A) Report that displays # of newarticles created during the past 2 months
B) Report that displays # of cases with articles attached during the past 2 months
C) Create a report that display the # of articles searched during the past 2 months
D) Report displays # of articlesassociated to data categories during past 2 months

3. UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A) Lightning Row for Service
B) Lightning Process Builder
C) Path for Cases
D) Interaction Log

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

5. Universal Containers has millions of customers in Salesforce, but only a very smallpercentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A) Have agents provide Customers with Community registration instructions when working a case.
B) Send email notifications to all Customers to join the Community.
C) Identify active Customersand send them registration instructions via email.
D) Have agents manually create Users when Community access is requested by Customers.

Solutions: