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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A) If the OWD for sharing cases is Public Read/Write/Transfer
B) All of the above
C) They are higher in the Role Hierarchy than a Queue Member
D) They have a ContactManager Profile
E) They are members of that Queue

2. The Vice President (VP) of CustomerSupport for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A) Optimize the customer community for mobile devices to have access to the samesupport as desktops.
B) Createa central "Contact Us" page which provides access to all available channels.
C) Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
D) Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
E) Enforce that customers must search the knowledgebase before they can see the Contact Us page.

3. What is the primary function of a private branch exchange (PBX)?

A) To mate calls to different agents
B) To use speech recognition to direct calls
C) To report the caller's background information
D) To receive multiple calls at one time

4. A manager has noticed an increasein average case age. This isnegatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the Case Historical Trending report type.
B) Create a report using the Case Age report type.
C) Create a report using the Case Snapshot report type.
D) Create a report using the Case Lifecycle report type.

5. Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A) Configure Omni-Channel Routing Model as Least Active.
B) Configure Case Assignment Rules to use Queues.
C) Configure Case Assignment Rules to use Users.
D) Configure Omni-Channel Routing Model as MostAvailable.

Solutions: