Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Fundamentals | - Case Management
|
| Topic 2: Service Process Automation | - Service Level Management
|
| Topic 3: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 4: Customer Service Channels | - Call Center Integration
|
| Topic 5: Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Enable templates for written responses.
- B. Offer supports through Facebook and twitter.
- C. Streamline the agent interface.
- D. Implement team productivity dashboards.
Correct Answer: A,C 🗳️
Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?
- A. Entitlement processes, contracts, contract line Items, and entitlements
- B. Entitlement processes, contracts, milestones, and milestone actions
- C. Entitlement processes, contract line items, milestones, and entitlements
- D. Entitlement processes, milestones,milestone actions, and entitlements
Correct Answer: D 🗳️
A manager has noticed an increase in average case age. This is negativelyimpacting 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 lifecycle report type.
- B. Create a report using the case historical trending reporttype.
- C. Create a report using the case snapshot report type.
- D. Create a report using the case age report type.
Correct Answer: A 🗳️
Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
- A. Create three article types for each product area (Personal Banking, Mortgage, CD).
- B. Create three data categories for each product area (Personal Banking, Mortgage, CD).
- C. Create two article typesto display information (Question/Answer, Product Info).
- D. Create two data categories to display information (Question/Answer, Product Info).
Correct Answer: B,C 🗳️
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. Organize the fields on the page layout to match each process
- C. Use Visualforce to create a wizard for each process
- D. Use Visual Workflow to streamline the process
Correct Answer: B,D 🗳️
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