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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A) Prepare, Plan, Validate, Execute, Text
B) Plan, Prepare, Test, Execute, Validate
C) Plan, Prepare, Validate, Execute, Text
D) Prepare, Plan, Text, Execute, Validate

2. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A) First call resolution
B) Average handle time
C) Service level agreement
D) Customer satisfaction survey

3. Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A) Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
B) Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
C) Create case page layouts for each interactionchannel and assign them to different agent profiles.
D) Createmultiple agent console applications and configure the Iayout based on the user's requirements.

4. At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

A) Create a related child case and assign the child case to the product development team.
B) Create a private Chatter group with customers and invite key individuals to join the group.
C) Enable Chatter case feed and add product development team members to the case team.
D) Build a repository of Knowledge articles related to integration and share it with the customer.

5. A company frequently has issues with customers that need complex, hands-on technical support with high- priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?

A) SOS Video Chat
B) Customer Community
C) Field Service Lightning
D) Salesforce Knowledge

Solutions: