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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A) On-Demand Email-to-Case
B) Email-to-Case
C) Customer Chatter groups
D) Web-to-Case

2. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers

A) Ask contact center managers to review data each quarter to possibly delete.
B) Optimize queries to reduce thescope of Cases included with each search.
C) Write an Apex trigger that deletes one case eachtime a new case is created.
D) Create a data retention plan that archives or purges Cases at regular intervals.

3. Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A) Case Skills-based Assignment Rules
B) Omni-channel Queue-based routing
C) Omni-channel Skills-based routing
D) ChatQueue-based routing

4. Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A) Number of new customers added
B) Average Number of days to close cases
C) Number of open cases per day
D) Number of Closedcases on first call
E) Number of cases escalated

5. Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself- service? Choose 3 answers

A) Knowledge Base
B) Web -to -Case
C) Live Agent
D) Chatter Answers
E) Customer Community

Solutions: