Salesforce ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question #1
What process is a use case for Visual workflow? Choose 3 answers

A. Assignment of email to a case queue based on subject
B. Caller verification and creation of a new case
C. Decision-based troubleshooting for representatives
D. Cross-self promotions for representatives
E. Field validation during case creation

Question #2
When a Self Service Portal User adds a Case Comment the following actions take place:

A. An email is automatically sent to the case owner
B. An Assignment Rule is Activated
C. None of the above
D. A Workflow rules is activated

Question #3
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating emailresponses to the related Salesforce case.
What should a Consultant recommend to address this issue?

A. Use Omni-Channel to automatically route inbound email
B. Assign a user to manually manage incoming email
C. Insert a reference Thread ID in the email subject template
D. Convert to an On-Demand Email-to-Case setup

Question #4
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose
2)

A. Measure & reward agents based on the # of new articles approved forpublication
B. Require agents to check a box on case when submitting a new suggested article
C. Create a dashboard for articles submitted by agents & approved for publication
D. Measure & reward agents based on the # ofnew articles submitted for approval

Question #5
Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?

A. Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console
B. Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
C. Configure the case list under custom console components so users can view the list view along with the case view
D. Build a customer visual force page with the list view and assign it to the console sidebar.

Solutions: