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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A contact center manager is looking for ways tooverall cost per case.
What Salesforce metrics should the contact center manager evaluate? (Choose 2)

A) Average number of articles attached to a case
B) Average number of activities per case
C) Average customer satisfaction score by case
D) Total number of cases by origin

2. A service manager has just configured chat at a company site. Now, theagents cannot see the chat footer components in the console.
Which configuration option should be verified?

A) Verify that users have access tothe chat public group.
B) Verify that users are assigned the chat user profile.
C) Verify that users have access to the chat buttons.
D) Verify that users are assigned the chat feature license.

3. A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers

A) Configure Service Contracts.
B) Set up Milestones.
C) Create an Entitlement Process.
D) Enable Work Orders.

4. The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers

A) Average call handle time by team
B) Number of cases created using portal
C) Number of IVR inquiries without agent involvement
D) Number of cases closed by a self-service user

5. What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A) Chatter feeds
B) Email to Case
C) Self Service Portal
D) Customer Portal

Solutions: