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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers

A) Create an email alert notification for Case Teams.
B) Create a casequeue for all created or updated cases.
C) Create a case report that displays all created or updated cases.
D) Create a case list view that is filtered by My Case Teams.

2. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A) Number of calls offered
B) Agent utilization
C) Quality monitoring score
D) Schedule adherence

3. UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

A) Define approval processes for each product
B) Configure workflow rules for each data category
C) Configure data category values for each product
D) Define approval processes for eacharticle type
E) Configure article types for each kind of content

4. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A) Escalated Calls
B) Number of Portal Logins per Day
C) Cases by Support Channels
D) Average Call Handle Time
E) Knowledge Article Usage

5. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A) Escalated cases by account month to date
B) New cases opened by theaccount channel
C) Time spent by account year to date
D) High priority cases opened by account month to date

Solutions: