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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A) Create case teams and introduce swarming to resolve cases.
B) Create escalation rules to re-assign cases after SLAs have expired.
C) Enable and use Chatter feed tracking on thecase object.
D) Enable the Service Cloud Console and Knowledge sidebar for agents.

2. Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A) Partner Community
B) Company Community
C) Customer Community
D) Employee Community

3. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A) Assign team-based roles to theassociated product article types
B) Assign team-based roles to the associated product data category value
C) Assign team-based profiles to the associated product article types
D) Assign team-based profiles to theassociated product data category value

4. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

A) Bookmark all the comments related to the issue from SMEs
B) Use hashtag (#) to track the customer case and SMEs comments
C) Follow the SMEs to receive automatic updates when they add case comments
D) @mention the SMEs on the case Chatter feed and follow the case

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

Solutions: