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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

2. A manager has noticed an increasein average case age. This isnegatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the Case Snapshot report type.
B) Create a report using the Case Historical Trending report type.
C) Create a report using the Case Lifecycle report type.
D) Create a report using the Case Age report type.

3. Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself- service? Choose 3 answers

A) Chatter Answers
B) Knowledge Base
C) Customer Community
D) Live Agent
E) Web -to -Case

4. Which support channel requires the smallest amount of agent work time?

A) Webself service
B) Email to case
C) Chat
D) Web to case

5. What statement is true about the Salesforce Knowledge article lifecycle?

A) Approval process CANNOT allow publishingof articles that have specificvalidation statuses
B) Knowledge uses public groups as a way toassign users to specific tasks related to articles
C) Article permission sets allow agents to participate in the article publishing process
D) Articles CANNOT be published until they are reviewed and validated by a qualified author

Solutions: