Salesforce ADM-261 : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

A. Number of cases in each status
B. Number of cases by type by owner
C. Number of cases created sorted by order
D. Number of solutions created per agent

Question 2

If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A. Implement Lightning Guided Engagement
B. Configure a Visual Flow Troubleshooting Action
C. EnableOmni-Channel Case assignment
D. Defineseparate Record Types for Tier 1 and Tier 2

Question 3

What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A. Bypass entitlement verification
B. Use suggested Knowledgearticles
C. Use integrated voiceresponse
D. Increase the Call-to-Order ratio

Question 4

Which configuration item must be created when implementing Lightning Knowledge?

A. File Types
B. Attachment Types
C. Article Types
D. Record Types

Question 5

What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A. Rewarding learning, collaboration, sharing and improving.
B. Evolving content-based product lifecycles
C. Creating content as aresult of solving issues
D. Developing a knowledge base on the experience of an individual

Solutions: