Salesforce Service Cloud Administration : ADM-261

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Salesforce Service Cloud Administration Sample Questions:

1. Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A) It allows voicemails to be captured and stored as attachments on cases
B) It utilizes the SoftPhone capability from within the Salesforce application
C) It is an intermediarybetween a telephony system and a Salesforce CRM call center user
D) It is a server based software program that controls the behavior of a Salesforce SoftPhone

2. What is the capability of case feed?

A) Switch from case feed to standard detail pages using a console component
B) Embed case feed functionality within a visual force page.
C) Add custom visual force pages to the case feed page layout.
D) Enable call control using the CTI case feed publisher.

3. Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A) Data Category to assign an Article Type to a Reviewer
B) Validation Rules for Article Types to verify all fields during creation
C) Approval Process thatassigns an Article to a Reviewer Queue
D) Knowledge Action to Publish an Article once the Article is approved

4. Universal Containers is implementing acall center using CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers

A) Configure call center definition
B) Configure IVR auto response
C) Install CTIadapterusing open CTI
D) Deploy Call Center Directory
E) Assign users to a call center

5. 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 closed by self-service users.
C) Number of cases created using Communities by month.
D) Average call handle time by team.

Solutions: