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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day.
What should a consultant recommend to meet this requirement?

A) Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
B) Create a custom list view for cases, contacts, and orders and pin them to the side bar.
C) Enable the "History" component within the Salesforce Console for Service.
D) Enable the "Access Recent Items" user permission on the user profiles.

2. The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A) Private branch exchange
B) Workforce management
C) Skills -based routing
D) Interactive voice response

3. What are two benefits of deploying Knowledge in Customer Communities?

A) Uncovers gap in the knowledge base
B) Replaces the need for an email channel
C) Eliminates tracking of customer entitlements
D) Reduces incoming call volume

4. WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

A) Case tabs with Account subtabs
B) Account tab with Cases related list
C) Account tabs and Casestab
D) Account tabs with Case Subtabs

5. Which three processes are uses case for Visual Workflow? Choose 3 answers

A) Field validation during case creation
B) Cross-sell promotions for agents
C) Caller verification and creation of a new case
D) Decision-based troubleshooting for agents
E) Assignment of email to a case queue based on subject

Solutions: