Salesforce ADM-261 real exam prep : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A) Use Process Builder for notifications and account teams to monitor cases.
B) Use escalation rules for notifications and case teams to monitor cases.
C) Use Process Builder for notifications and case teams to monitor cases.
D) Use escalation rules for notifications and account teams to monitor cases.

2. Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?

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

3. Which metric influences customer satisfaction? Choose 2 answers

A) Call quality
B) Cost per call
C) After call work
D) First call resolution

4. Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself- service? Choose 3 answers

A) Live Agent
B) Chatter Answers
C) Customer Community
D) Knowledge Base
E) Web -to -Case

5. UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A) Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
B) Use case auto-response rules to send an email to support managers within one hour of case creation.
C) Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
D) Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

Solutions: