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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A. Salesforce Console for Service
B. Process Builder
C. Visualforce custom page
D. Auto launch flow

Question 2

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A. Create a custom object for eachstep in the process
B. Use Visual Workflow to streamline the process
C. Organize the fields on the page layout to match each process
D. Use Visualforce to create a wizard for each process

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

Question 4

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. Thelegacy system will be archived and unavailable after go- live. Agents will need easy access to case information for the last one year.

A. Migrate closed cases to a custom read-only object
B. Migrate closed cases with milestones and entitlements
C. Migrate open and closed cases without milestones and entitlements
D. Migrate open and closed cases with milestones and entitlements

Question 5

What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A. Use integrated voiceresponse
B. Increase the Call-to-Order ratio
C. Use suggested Knowledgearticles
D. Bypass entitlement verification

Solutions: