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 wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?

A. Entitlements and milestones
B. Case assignment
C. Case escalation
D. Salesforce console

Question 2

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

A. Divisions
B. Custom indexes
C. Record types
D. Tiered data strategy
E. Custom search

Question 3

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A. A sharing set to grant the Customer Community user access to records associated to their Contact record.
B. Anorganization-wide default of Public Read/Write on the Case object.
C. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
D. A sharing rule to ensure record access is granted based on criteria of the case.

Question 4

Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)

A. Displays records and their related items as tabs on one screen
B. Allows Chatter Messenger to be used between agents
C. Is available for users in the partner portal
D. Indicates when records and lists are changed by others

Question 5

Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a formula field on the case record to calculate percentage of escalated cases
B. Create a daily snapshot report of all cases and calculate percentage of escalated cases
C. Create abucket field on a report to calculate the percentage of escalated cases
D. Create a case report with a custom summary formula to calculate the percentage of escalated cases

Solutions: