Salesforce ADM-261 : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

A) A third -party mobile application platform
B) A workforce management system
C) An enterprise resource planning system
D) A knowledge management system

2. Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

A) Reduce the cost per call
B) Hire additional support agents
C) Train support agents
D) Align agent performance goals with KPIs

3. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A) Create, publish, feedback, approve,consume
B) Create, feedback, publish,approve, consume
C) Create, consume, feedback, approve, publish
D) Create, approve, publish, consume, feedback

4. Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers

A) Remove Apex code references to the ArticleType field.
B) Rename the Visualforce page to "Lightning Knowledge"
C) Remove Apex code references to the Article RecordType field.
D) Configure the Visualforce page to use the Lightning Design System.

5. Universal Containers has defined a set of steps that each Case must go through, fromsubmission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A) UseProcess Builder with Scheduled Actions
B) Enable Omni-Channel Routing.
C) Configure Case Escalation Rules.
D) Define Entitlement and Milestones.

Solutions: