Salesforce Service Cloud Administration - ADM-261 certification

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

A) Measure & reward agents based on the # of new articles approved forpublication
B) Require agents to check a box on case when submitting a new suggested article
C) Create a dashboard for articles submitted by agents & approved for publication
D) Measure & reward agents based on the # ofnew articles submitted for approval

2. Why would customer upgrade from self-service to customer portal (Choose 3)?

A) Branded site
B) Betterreporting
C) Simpler and easier to configure
D) Access to custom objects

3. Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers

A) Entitlements
B) Interactive Voice Response (IVR)
C) Workflow Management (WFM)
D) Automatic Call Distributor (ACD)
E) Chat log history

4. 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 cases created using Communities by month.
B) Number of Knowledge articles created each month.
C) Number of cases closed by self-service users.
D) Average call handle time by team.

5. You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?

A) Returns a link that returns a post with the same reference
B) Deletes posts
C) Tag another chatter user

Solutions: