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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

A) Path for Cases
B) Lightning Guided Engagement
C) Service Console Macros
D) Lightning Flow Component

2. Universal Containers CFO is looking for ways to reducecontact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

A) Average handle time
B) Upsell percentage
C) Customer retention
D) First call resolution

3. The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers

A) Time to Answer
B) First Call Resolution
C) Service-Level Agreements
D) Average Handle Time

4. Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A) Publish a Managed Package
B) Use a Change Set
C) Create an Unmanaged Package
D) Manually re-create the Permission Sets

5. For which purpose should a contact center use visual workflow?

A) To escalate a case to the support manager if it has been open for more than 72 hours.
B) To automatically assign cases to a specific queue based on the customer support level.
C) To automate business processes for agents who troubleshoot customer support issues via phone.
D) To assign follow-up tasks to an agent one week after a case is closed.

Solutions: