Salesforce Service Cloud Consultant ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

2. Universal containers wants to provide its 20 million customers with a portal where they can:
- Submit inquiries,
- Monitor the status of those inquiries,
- View their contact information.
To meet these requirements, which type of portal license would be most appropriate for the customers?

A) Sites
B) Employee Community
C) Partner Community
D) Customer Community

3. A customer is planning a Service Cloudimplementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A) Result may be slow when searching for records
B) Related lists on the case object may be slow to populate
C) Salesforce reporting speed may be affected
D) The Salesforce org may be slow during the data import

4. UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A) Implement Service Cloud console to support agents
B) Implement Salesforce Knowledge on a portal
C) LeverageLive Agent for web-based chat
D) Enable service contracts and entitlements

5. A team of publishers hascreated and published articles in Salesforce knowledge. The manager of the help desk describe articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? Choose 2 answers

A) Report on agent ratings on articles
B) Report on agent feedback on articles
C) Report on the articles attached to cases
D) Report on the articlesfollowed in Chatter

Solutions: