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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

A) Create a group of super users that will evaluate and manage articles.
B) Contact Salesforce to send a report on article efficacy.
C) Install Knowledge Base Dashboards and Reports AppExchange package.
D) Send out a monthly survey to customers requesting feedback.

2. Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A) On-Demand Email-to-Case
B) Omni-Channel routing
C) Web-to-Case forms
D) Standard Email-to-Case

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

4. UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A) Visualforce custom page
B) Auto launch flow
C) Process Builder
D) Salesforce Console for Service

5. What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A) Number of articles created by agent
B) Number of articles attached to a case
C) Numberof cases escalated by agent
D) Number of solutions created by agent

Solutions: