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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A) Quick Text
B) Lightning Guided Engagement
C) Visual Workflow
D) Macros

2. Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?

A) On-Demand Email-to-Case
B) Emall-to-Case
C) Web-to-Case
D) Customer Chatter groups

3. Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A) On-Demand Email-to-Case
B) Email-to-Case
C) An AppExchange package
D) web-to-Case

4. Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

A) Assign users to Omni channel permissions.
B) Enable Omni channel in setup.
C) Assign users to the Omni channel feature license.
D) Contact salesforce to have Omni channel enabled.

5. Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A) Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
B) Set up analytical snapshots to capture key case information and create historical trending reports.
C) Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.
D) Set up a Salesforce Customer Community that will allow customers to create cases online.

Solutions: