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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A) Number of customer ratings
B) Number of archived articles
C) Number of article votes
D) Number of approved articles

2. Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A) Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B) Use Web Services API to integrate the external database with Salesforce
C) Use Bulk API to load the product bug data into Salesforce
D) Create a custom product bug object and import data into Salesforce

3. UC wants to implement a Knowledge management process withthe following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product. How should a consultant recommend that Knowledge be configured?
Choose 3 answers.

A) Define approval processes for each product
B) Configure workflow rules for each data category
C) Configure article types for each kind of content
D) Define approval processes for eacharticle type
E) Configure data category values for each product

4. The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

A) Measure & reward agents based on the # of new articles approved forpublication
B) Create a dashboard for articles submitted by agents & approved for publication
C) Require agents to check a box on case when submitting a new suggested article
D) Measure & reward agents based on the # ofnew articles submitted for approval

5. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A) Integrate with an enterprise resource planning system.
B) Configure Visual Flows on Salesforce mobile.
C) Implement Field Service Lightning.
D) Develop and publish a knowledge management system

Solutions: