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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?

A. Create a report using the Case historical trending report type
B. Create a report using the Case Lifecyle report type
C. Create a report using the Case snapshot report type
D. Create a report using the Case age report type

Question 2

At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

A. Create a private Chatter group with customers and invite key individuals to join the group.
B. Build a repository of Knowledge articles related to integration and share it with the customer.
C. Create a related child case and assign the child case to the product development team.
D. Enable Chatter case feed and add product development team members to the case team.

Question 3

A customer is planning a Service Cloudimplementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

A. The Salesforce org may be slow during the data import
B. Related lists on the case object may be slow to populate
C. Result may be slow when searching for records
D. Salesforce reporting speed may be affected

Question 4

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A. Total number of solutions created by agent
B. Number of total cases handled
C. First contact resolution rate
D. Average number of knowledge articles published

Question 5

Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A. Escalation rate
B. Averagespeed to answer
C. Average handle time
D. First contact resolution

Solutions: