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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A) Visual Workflow, data loader, and Force.com IDE
B) Visual Studio Code and change sets
C) Data loader, change sets, and Force.com Excel Connector
D) Mass Transfer Records, change sets, and Visual Studio Code

2. Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases.
Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?

A) Add a Visualforce page to the Caselayout
B) Configure the Case highlights panel
C) Configure Case Feed page layouts
D) Create Salesforce Classic Quick Action

3. Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould aconsultant recommend?

A) Activate Knowledge One on the case detail page.
B) Activate Knowledge One within the Salesforce Console for Service.
C) Create a Knowledge Visualforce component on the case detail page.
D) Create a Knowledge Visualforce component within the Salesforce Console for Service.

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

5. A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A) Knowledge articles created by call center agents.
B) Knowledge search query with no results.
C) Number of knowledge articles in each data category.
D) Knowledge articles with the lowest rating.

Solutions: