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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wantsto deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers

A) Deploy Pre-Chat form
B) Create quick actions
C) Activate quick test
D) Configure LiveMessage

2. The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

A) Case Assignment Rules
B) Visual Workflow
C) Case Auto-Response Rules
D) Omni-Channel

3. Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A) Enable article customization for open cases.
B) Enable agents to create their own personal articles.
C) Enable suggested articles on new cases.
D) Enable article submission during case close.
E) Create an email template to send articles as PDFattachments.

4. Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould aconsultant recommend?

A) Create a Knowledge Visualforce component on the case detail page.
B) Activate Knowledge One within the Salesforce Console for Service.
C) Create a Knowledge Visualforce component within the Salesforce Console for Service.
D) Activate Knowledge One on the case detail page.

5. Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

A) Hire additional support agents
B) Reduce the cost per call
C) Align agent performance goals with KPIs
D) Train support agents

Solutions: