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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A) Percent of cases closed on first contact
B) Percent of cases closed with an attached article
C) Percent of cases closed meeting the defined SLA
D) Percent of cases closed with chatter posts

2. UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A) Create a Visualforce page that retrieves payment information via a Web Service call-out
B) Import payment data into Salesforce and add to the contact page layout related list
C) Create a custom web service to handle invoice inserts and updates from the billing system
D) Create a custom tab of type URL that displays a search page from the billing system

3. What is a benefit of a quality monitoring system? Choose 2 answers

A) Teach new agents how to handle difficult situations
B) Lower the average speed of answer (ASA)
C) Capture inappropriate word usage and generate reports
D) Enforce a consistent standard of service for customer interaction

4. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?

A) Custom report
B) Custom Visual force page
C) Customer view ofcase tab
D) Customrelated list

5. Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A) web-to-Case
B) On-Demand Email-to-Case
C) Email-to-Case
D) An AppExchange package

Solutions: