Salesforce ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers CFO is looking for ways to reducecontact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A. Upsell percentage
B. Average handle time
C. First call resolution
D. Customer retention

Question 2

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should becompleted prior to UAT? (Choose 2)

A. Fund customer approval on training materials
B. Verification of the production migration checklist
C. Approval of test scripts from the business lead
D. Verification that sample data has been loaded

Question 3

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A. Use a data tool to update the owner field on closed cases.
B. Create a case assignment ruleto ensure cases are owned by a user when closed.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.

Question 4

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A. Use Visualforce to create a wizard for each process
B. Create a custom object for eachstep in the process
C. Organize the fields on the page layout to match each process
D. Use Visual Workflow to streamline the process

Question 5

Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

A. An enterprise resource planning system
B. A knowledge management system
C. A workforce management system
D. A third -party mobile application platform

Solutions: