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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. 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) Eliminatestracking of customer entitlements
D) Reduces incoming call volume

2. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A) Accounts, contacts,cases, users
B) Accounts cases, users, contacts
C) Users, accounts, contacts, cases
D) Users, contacts, accounts, cases

3. Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers

A) Use a community template to set up their customer community.
B) Add the Question action to Chatter in the community publisher.
C) Enable Live Agent in their community to chat with an agent.
D) Enable web -to -case on theirpublic website.

4. The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

A) Number of IVR inquiries without agent involvement
B) Number of cases closed by a self-service user
C) Average call handle time by team
D) Number of cases created using portal

5. Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?

A) Customer Community
B) Customer Community Plus
C) High Volume Customer Portal
D) Lightning External Apps Starter

Solutions: