Salesforce ADM-261 : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A) Number of Knowledge articles created each month.
B) Number of cases created using Communities by month.
C) Number of cases closed by self-service users.
D) Average call handle time by team.

2. What are two benefits of deploying Knowledge in Customer Communities?

A) Uncovers gap in the knowledge base
B) Reduces incoming call volume
C) Replaces the need for an email channel
D) Eliminates tracking of customer entitlements

3. Which Lightning Service Console featureshould be used to enable Service Reps to send emails with attachments to customers basedon the Case details?

A) Macros
B) Visual Workflow
C) Lightning Knowledge
D) Process Builder

4. Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A) Enable Ideas in a customer portal
B) Enable Live Agent to handle incoming service inquiries
C) Create auto-response templates for incoming emails
D) Enable Chatter for agent collaboration

5. Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
Choose 2 answers

A) Remove Apex code references to the ArticleType field.
B) Rename the Visualforce page to "Lightning Knowledge"
C) Configure the Visualforce page to use the Lightning Design System.
D) Remove Apex code references to the Article RecordType field.

Solutions: