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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Why would customer upgrade from self-service to customer portal (Choose 3)?

A) Betterreporting
B) Branded site
C) Simpler and easier to configure
D) Access to custom objects

2. Auto Response rules work on which objects?

A) Leads and accounts
B) Accounts and Cases
C) Accounts and Opportunity
D) Leads and Cases

3. What is the capability of case feed?

A) Switch from case feed to standard detail pages using a console component
B) Enable call control using the CTI case feed publisher.
C) Embed case feed functionality within a visual force page.
D) Add custom visual force pages to the case feed page layout.

4. The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A) Knowledge Base
B) Customer Community
C) Service Cloud Console
D) Automatic Call Distribution

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

Solutions: