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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the firststep in configuration and customization?

A) Enable Live Agent for the organization
B) Create an iframe to display the chat window
C) Enable Chatter Messenger for the organization
D) Create user profiles or permission sets

2. Which native Service Cloud solution is used for case satisfaction surveys?

A) Enable the case survey option on the caseobject
B) Create a Web-to-case form with a custom case type of survey
C) Enable the case survey auto-response rule
D) Check the survey option in the case settings

3. Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

A) Implement Customer Communities with Content.
B) Implement Employee Communities with Content.
C) Implement Customer Communities with Knowledge.
D) Implement Partner Communities with Knowledge.

4. A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A) Mass email
B) Salesforce Chat
C) Communities
D) Public groups

5. Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A) Increased call routing accuracy
B) Reducedissue resolution time
C) Reduced support channels
D) Increased call deflection
E) Optimized useof resources

Solutions: