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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to provide its resellers a secure portal where they canmanage their customer accounts, submit and trackthe status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A) Employee Community
B) Customer Community
C) Reseller Community
D) Partner Community

2. The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost ofservice in the contact centers? Choose 2 answers.

A) Create auto response templates for emails.
B) Enable Ideas in a ServiceCloud portal.
C) Enable Knowledge in a Service Cloud portal.
D) Enable Chatter for agent collaboration.

3. Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?

A) Field Service
B) Mobile Connect
C) omni Channel
D) Contact Request

4. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A) Cases report sorted by Rep and Case CreatedDate
B) Omni-Channel Supervisor tab
C) Omni-ChannelUtility Component
D) Cases report sorted by Rep and Case Owner

5. Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

A) Workflow rules
B) Caseteams
C) Escalation rules
D) Auto-response rules

Solutions: