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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What is the primary function of a private branch exchange (PBX)?

A) To use speech recognition to direct calls
B) To receive multiple calls at one time
C) To report the caller's background information
D) To mate calls to different agents

2. Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers

A) Create a data retention plan that archives or purges Cases at regular intervals.
B) Optimize queries to reduce thescope of Cases included with each search.
C) Ask contact center managers to review data each quarter to possibly delete.
D) Write an Apex trigger that deletes one case eachtime a new case is created.

3. What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

A) Developing a knowledge base on the experience of an individual
B) Rewarding learning, collaboration, sharing and improving.
C) Creating content as aresult of solving issues
D) Evolving content-based product lifecycles

4. Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A) Configure the agent console and display the articles, case view, and external system custom object
B) Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
C) Create a custom Visualforce page to display case list view, external system, and knowledge articles
D) Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

5. 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) First contact resolution rate
C) Average number of knowledge articles published
D) Number of total cases handled

Solutions: