Salesforce Service Cloud Administration - ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A. Configure the new app m developer org and use an unmanaged package to deploy to production.
B. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
D. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

Question 2

UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A. Create a Visualforce page that retrieves payment information via a Web Service call-out
B. Import payment data into Salesforce and add to the contact page layout related list
C. Create a custom tab of type URL that displays a search page from the billing system
D. Create a custom web service to handle invoice inserts and updates from the billing system

Question 3

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A. Use the data loader to import unstructured articles
B. Create a separate .csv for each article type
C. Map articles with HTML sections to rich text area fields
D. Use change sets to import data categories

Question 4

A manager has noticed an increasein average case age. This isnegatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A. Create a report using the Case Age report type.
B. Create a report using the Case Snapshot report type.
C. Create a report using the Case Lifecycle report type.
D. Create a report using the Case Historical Trending report type.

Question 5

UC has two customer service contact centers and each focuses on a specific product line. Eachcontact center has a varying call volume, contributing to a high operational cost for the company. UC wants to optimize the cost without compromising customer satisfaction. What can a consultant recommend to accomplish these objectives? Choose 2 answers.

A. Prioritize customer calls based on their SLA
B. Implement a customer self-service portal
C. Enable agents to transfer calls toother agents
D. Cross-train agents on both product lines

Solutions: