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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which three processes are uses case for Visual Workflow? Choose 3 answers

A) Caller verification and creation of a new case
B) Decision-based troubleshooting for agents
C) Field validation during case creation
D) Assignment of email to a case queue based on subject
E) Cross-sell promotions for agents

2. Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A) Use Process Builder for notifications and case teams to monitor cases.
B) Use escalation rules for notifications and account teams to monitor cases.
C) Use escalation rules for notifications and case teams to monitor cases.
D) Use Process Builder for notifications and account teams to monitor cases.

3. What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A) First contact resolution rate
B) Average number of knowledge articles published
C) Number of total cases handled
D) Total number of solutions created by agent

4. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A) Provide a macro that will automatically create the activities when executed.
B) Hire a certified developer to write an apex trigger thatcreates each new activity.
C) Add an object-specific custom quick action to create new activities.
D) Assign a single agent to create the activities on all new onboarding cases.

5. An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

A) Cost per call
B) Number of leads created
C) Number of sales queues
D) Opportunities per channel
E) Average queue time per agent

Solutions: