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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A) Create case page layouts for each interactionchannel and assign them to different agent profiles.
B) Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
C) Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
D) Createmultiple agent console applications and configure the Iayout based on the user's requirements.

2. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

A) Number of calls offered
B) Quality monitoring score
C) Agent utilization
D) Schedule adherence

3. UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A) Track social sentiment across social media outlets
B) Hire more agents for the contact centers
C) Improve the training provided to existing agents
D) Configure entitlements and milestones to enforce SLAs

4. UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

A) Configure article types for each kind of content
B) Define approval processes for eacharticle type
C) Configure data category values for each product
D) Configure workflow rules for each data category
E) Define approval processes for each product

5. What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A) Ensure all users refrain from logging into production for an entire day prior to deployment.
B) Ensure that at least 60% of the code is covered by unit tests before deploying to production.
C) Migrate atest deployment to a stagingenvironment for a smoother real-life experience.
D) Plan and communicate the deployment to all users of the organization in advance.
E) Select a window of time when users will NOT be making changes to the organization.

Solutions: