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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A) Number of Closedcases on first call
B) Number of cases escalated
C) Average Number of days to close cases
D) Number of open cases per day
E) Number of new customers added

2. Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A) EnableOmni Channel by clicking Settings in Setup
B) Assign Users to Omni Channel permissions
C) Contact Salesforce to have Omni Channel enabled
D) Assign Users to the Omni Channel Feature License

3. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A) If the OWD for sharing cases is Public Read/Write/Transfer
B) They are members of that Queue
C) They have a ContactManager Profile
D) They are higher in the Role Hierarchy than a Queue Member
E) All of the above

4. UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A) Use workflow rules to send an email to the customer
B) Use escalation rules to assign the case to a case queue
C) Use auto-response rules to send an email to the customer
D) Use assignment rules toassign the case to a case queue

5. A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A) Add the assets related list to contact records
B) Add the service contract related list to contact records
C) Add the entitlements related list to contact records
D) Add the entitlement contacts related list toaccount records

Solutions: