Salesforce Service Cloud Administration : ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A. Enable service contracts and entitlements
B. LeverageLive Agent for web-based chat
C. Implement Salesforce Knowledge on a portal
D. Implement Service Cloud console to support agents

Question 2

Which solution should a consultant recommend?

A. Enable the knowledge sidebar setting in the case support settings.
B. Create a visualforce page called knowledge sidebar on the case page layout.
C. Enable the knowledge sidebar related list on the case page layout.
D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
E. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Question 3

TheUniversal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

A. Measure and reward agents based on the number of new articles approved for publication.
B. Measure and reward agents basedon the number of new articles submitted for approval.
C. Create a dashboard that includes articles submitted by agents and approved for publication.
D. Require agents to check a box on the case when submitting a new suggested article.

Question 4

A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the firststep in configuration and customization?

A. Create an iframe to display the chat window
B. Enable Chatter Messenger for the organization
C. Enable Live Agent for the organization
D. Create user profiles or permission sets

Question 5

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must bemigrated to Salesforce for go-live.
Which approach should be used for the data migration?

A. Prepare, Plan, Validate, Execute, Test
B. Plan, Prepare, Validate, Execute, Test
C. Plan, Prepare, Test, Execute, Validate
D. Prepare, Plan, Test, Execute, Validate

Solutions: