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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP ofCustomer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Salesforce Console
B. Case Escalation
C. Entitlements and Milestones
D. Case Assignment

Question 2

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A. Use auto-response rules to send an email to the customer
B. Use workflow rules to send an email to the customer
C. Use escalation rules to assign the case to a case queue
D. Use assignment rules toassign the case to a case queue

Question 3

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

A. Visual Workflow
B. Omni-Channel
C. Case Assignment Rules
D. Case Auto-Response Rules

Question 4

Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

A. Project kickoff presentation
B. Requirements traceability matrix
C. Project milestones
D. Solutiondesign document

Question 5

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

Solutions: