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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containersrequires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A) Auto-response rules
B) Validation rules
C) Assignment rules
D) Workflow rules

2. Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.

A) Route cases to agents in an alternate center.
B) Monitor service level agreements (SLAs) and notify customers.
C) Update thecase status field values.
D) Disable the Interactive Voice Response (IVR) system.
E) Deliver training on case handling for contingent staff.

3. The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A) Implement Email-To-Case
B) Enable the Support Process for default email templates
C) Enable the support setting for default email templates
D) Implement Quick Text
E) Implement Macros

4. The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A) Time and Attendance
B) Private Branch Exchange
C) Interactive Voice Response
D) Automatic Call Distributor

5. Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?

A) Time-based Workflow Rules
B) Milestone Actions
C) Process Builder Scheduled Actions
D) Scheduled Reports

Solutions: