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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A) Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
B) Create a custom Visualforce page to display case list view, external system, and knowledge articles
C) Configure the agent console and display the articles, case view, and external system custom object
D) Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

2. Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A) Web -to -Case
B) Live Agent
C) Community
D) Chatter Questions

3. Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A) Force.com Sites with Knowledge and Email-to-Case
B) Force.com Sites and High-Volume Customer Portal
C) Force.com Sites with Knowledge and Web-to-Case
D) Visualforce and Self-Service Portal

4. Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A) Percent of cases closed meeting the defined SLA
B) Percent of cases closed on first contact
C) Percent of cases closed with chatter posts
D) Percent of cases closed with an attached article

5. Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

A) Identify the requirements needed for initial GoLive.
B) Prioritize the requirements based on who submitted them.
C) Organize the requirements from largest to smallest.
D) Provide a timeline that addresses all the requirements.

Solutions: