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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

A. Telesales center
B. Telemarketing center
C. Human Resources (HR) help desk
D. Information Technology (IT) help desk

Question 2

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 data categories for each product area (Personal Banking, Mortgage, CD).
B. Create three article types 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).

Question 3

Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Report displays # of articlesassociated to data categories during past 2 months
B. Report that displays # of newarticles created during the past 2 months
C. Create a report that display the # of articles searched during the past 2 months
D. Report that displays # of cases with articles attached during the past 2 months

Question 4

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A. Use Web Services API to integrate the external database with Salesforce
B. Use Bulk API to load the product bug data into Salesforce
C. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
D. Create a custom product bug object and import data into Salesforce

Question 5

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

A. Enable Work Orders.
B. Configure Service Contracts.
C. Set up Milestones.
D. Create an Entitlement Process.

Solutions: