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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

The Vice President (VP) of CustomerSupport for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional systemenhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
B. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
C. Optimize the customer community for mobile devices to have access to the samesupport as desktops.
D. Createa central "Contact Us" page which provides access to all available channels.
E. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.

Question 2

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. Communities
B. Salesforce Chat
C. Public groups
D. Mass email

Question 3

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

Question 4

Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A. Add a Visualforce page to the Caselayout
B. Create Salesforce Classic Quick Action
C. Configure the Case highlights panel
D. Configure Case Feed page layouts

Question 5

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Implement Macros
B. Enable the Support Process for default email templates
C. Enable the support setting for default email templates
D. Implement Email-To-Case
E. Implement Quick Text

Solutions: