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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
B. Configure the new app m developer org and use an unmanaged package to deploy to production.
C. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

Question 2

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

A. Create a dashboard for articles submitted by agents & approved for publication
B. Require agents to check a box on case when submitting a new suggested article
C. Measure & reward agents based on the # of new articles approved forpublication
D. Measure & reward agents based on the # ofnew articles submitted for approval

Question 3

What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)

A. Uncovers gaps in the knowledge base
B. Replaces the need for an email channel
C. Reduces incoming call volume
D. Eliminatestracking of customer entitlements

Question 4

The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

A. Create a permission set foreach record type and assign them to each team based on their product specialization
B. Create an article action for each record type and assign them to each team based on their product specialization
C. Create a page layout for each article type and assign them to each team based on their product specialization
D. Create a data category for each product and assign themto each team bases on their product specialization

Question 5

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 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. Web tocase forms
B. Standard email to case
C. On-Demand Email-to-case
D. Omni channel routing

Solutions: