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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A manager has noticed an increasein average case age. This isnegatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the Case Snapshot report type.
B) Create a report using the Case Age report type.
C) Create a report using the Case Lifecycle report type.
D) Create a report using the Case Historical Trending report type.

2. At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

A) Build a repository of Knowledge articles related to integration and share it with the customer.
B) Create a related child case and assign the child case to the product development team.
C) Create a private Chatter group with customers and invite key individuals to join the group.
D) Enable Chatter case feed and add product development team members to the case team.

3. A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?

A) The Social Feed
B) A Twitter Macro
C) The Case Feed
D) A Custom Component

4. Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

A) Align agent performance goals with KPIs
B) Reduce the cost per call
C) Hire additional support agents
D) Train support agents

5. Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?

A) Contact Salesforce to have Omni Channelenabled.
B) Enable Omni Channel in Setup.
C) Assign Users to the Omni Channel Feature License.
D) Assign Users to Omni Channel permissions.

Solutions: