Salesforce ADM-261 : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?

A) Define a data category called FAQ and assign category visibility to users in the contact centre role.
B) Create an FAQ article type and configure theenable suggested articles option in support settings.
C) Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
D) Create an FAQ article type and enable the submit articles feature on the case close page layout.

2. Which system would a contact center integrate with in order to provide field service agents with information needed to provideservice at customer sites?

A) Marketing
B) Telephony
C) Order Fulfillment
D) Enterprise Resource Planning (ERP)

3. Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

A) Caseteams
B) Auto-response rules
C) Escalation rules
D) Workflow rules

4. When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A) Data mapping
B) Data Normalization
C) Activate data validation rules
D) Data Cleansing

5. Which method can be used to route cases from social channels?

A) Enable Social Network Profile and add assignment rules to the case object.
B) use Twitter-to-case and add workflow rules to the case object.
C) EnableSocial Network Profile and add workflow rules to the contact object.
D) Enable Social Customer Service and add assignment rules to thecase object.

Solutions: