ADM-261 Exam Training Practice Tests (Salesforce Service Cloud Administration)]

Question 1

What statement is true about the Salesforce Knowledge article lifecycle?

A. Knowledge uses public groups as a way toassign users to specific tasks related to articles B. Articles CANNOT be published until they are reviewed and validated by a qualified author C. Article permission sets allow agents to participate in the article publishing process D. Approval process CANNOT allow publishingof articles that have specificvalidation statuses

Correct Answer: C

Question 2

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

Correct Answer: D

Question 3

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A. Cases created by type. B. Open cases by reason. C. Average case stage duration. D. Case volume by channel.

Correct Answer: C

Question 4

UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

A. Visual Workflow, data loader, and Force.com IDE B. Force.com migration tool, Force.com IDE, and change sets C. Data loader, change sets, and Force.com Excel Connector D. Mass Transfer Records, change sets, and Force.com migration tool

Correct Answer: B

Question 5

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A. Remove date boundaries from filter criteria. B. Remove formula fields from filter criteria. C. Remove dashboards based on long-running reports. D. Remove unnecessary columns from thereports.

Correct Answer: B

Question 6

A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

A. The Social Feed B. A Twitter Macro C. A Custom Component D. The Case Feed

Correct Answer: D

Question 7

What is a benefit of a quality monitoring system? Choose 2 answers

A. Capture inappropriate word usage and generate reports B. Enforce a consistent standard of service for customer interaction C. Teach new agents how to handle difficult situations D. Lower the average speed of answer (ASA)

Correct Answer: A,B

Question 8

The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A. Add more support phone lines. B. Ask sales reps to respond to support Cases. C. Provide a self-help Customer Community. D. Limit Customers to 5 Cases per day.

Correct Answer: C

Question 9

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must bemigrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Plan, Prepare, Validate, Execute, Test B. Prepare, Plan, Validate, Execute, Test C. Prepare, Plan, Test, Execute, Validate D. Plan, Prepare, Test, Execute, Validate

Correct Answer: A

Salesforce Service Cloud Administration - ADM-261 Exam Practice Test