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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

A) Divisions
B) Custom search
C) Record types
D) Custom indexes
E) Tiered data strategy

2. Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?

A) Assign users to Omni channel permissions.
B) Enable Omni channel in setup.
C) Assign users to the Omni channel feature license.
D) Contact salesforce to have Omni channel enabled.

3. Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A) Entitlements and milestones
B) Case escalation
C) Salesforce console
D) Case assignment

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

5. Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers

A) New cases opened by theaccount channel
B) High priority cases opened by account month to date
C) Time spent by account year to date
D) Escalated cases by account month to date

Solutions: