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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A) Implement Field Service Lightning.
B) Develop and publish a knowledge management system
C) Configure Visual Flows on Salesforce mobile.
D) Integrate with an enterprise resource planning system.

2. UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A) Average handling time and first call resolution time
B) Workforce management and customer satisfaction score
C) Agentskill-based routing and predictive dialer
D) Automatic call distributor and interactive voice response

3. Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A) Redirect users from the company site to social media forums about the products.
B) Hire contact center representatives that specialize in each of the product categories.
C) Makeknowledge base articles and community answers accessible on its website.
D) Make contact center representatives accessible 24/7 to distribute the call volume.

4. Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

A) A custom tab of type URL that displays a map image of customer location
B) An outboundmessage to a middleware platform to provide map details
C) A mashup integration on the Account page to a third-party mapping service
D) A Web Service call-out that retrievesmap details from the backend system

5. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers

A) Set up an intuitive Data Category hierarchy
B) Restrict the ManageArticles user permission
C) Require that an article be added when closing a case
D) Enable and configurewildcards for article searches

Solutions: