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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A. Create a report using the Case historical trending report type
B. Create a report using the Case snapshot report type
C. Create a report using the Case age report type
D. Create a report using the Case Lifecyle report type

Question 2

A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A. Send an email reminder to update the article status to Published on the start date.
B. Create a workflow rule to update the article status to Published on the article start date.
C. Create a task related to the article with a reminderset for the article start date.
D. Set the article publish date to automatically display the article on the start datE.

Question 3

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A. Assign team-based profiles to the associated product article types
B. Assign team-based roles to theassociated product article types
C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to theassociated product data category value

Question 4

Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

A. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
B. Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.
C. Set up analytical snapshots to capture key case information and create historical trending reports.
D. Set up a Salesforce Customer Community that will allow customers to create cases online.

Question 5

A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?

A. Users cannot own records
B. Users can be part of a case team
C. Users can download and view content
D. Users are not associated with a role in the hierarchy

Solutions: