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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A) Hire a certified developer to write an apex trigger thatcreates each new activity.
B) Add an object-specific custom quick action to create new activities.
C) Provide a macro that will automatically create the activities when executed.
D) Assign a single agent to create the activities on all new onboarding cases.

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

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

3. Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

A) Information Technology (IT) help desk
B) Human Resources (HR) help desk
C) Telemarketing center
D) Telesales center

4. Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A) Service contracts
B) Contacts
C) Products
D) Case history

5. SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

A) Use case teams to close
B) Use escalation rules
C) Use entitlements to define a process and milestones

Solutions: