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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UC has a three-tiered contactcenter.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A) Create a case report to show all casesacross tiers filtered by an escalation flag.
B) Create an approval process to ensure only the appropriate cases get escalated.
C) Create a custom trigger to generate history when cases get escalated between tiers.
D) Create a case report to show the number of cases for each tier and sort them by case owner.

2. Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A) Omni-channel Queue-based routing
B) Live AgentQueue-based routing
C) Case Skills-based Assignment Rules
D) Omni-channel Skills-based routing

3. Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A) Makeknowledge base articles and community answers accessible on its website.
B) Redirect users from the company site to social media forums about the products.
C) Make contact center representatives accessible 24/7 to distribute the call volume.
D) Hire contact center representatives that specialize in each of the product categories.

4. UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

A) Customer Chatter groups
B) Email-to-Case
C) Web-to-Case
D) On-Demand Email-to-Case

5. Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?

A) Contact Requests
B) Open CT1
C) Social Customer Service
D) Embedded Chat Window

Solutions: