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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Web Services API to integrate the external database with Salesforce
C. Use Bulk API to load the product bug data into Salesforce
D. Create a custom product bug object and import data into Salesforce

Question 2

Which support channel requires the smallest amount of agent work time?

A. Webself service
B. Email to case
C. Web to case
D. Chat

Question 3

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

A. Add an object-specific custom quick action to create new activities.
B. Provide a macro that will automatically create the activities when executed.
C. Hire a certified developer to write an apex trigger thatcreates each new activity.
D. Assign a single agent to create the activities on all new onboarding cases.

Question 4

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?

A. Mass Email
B. Public Groups
C. Chatter Groups
D. Escalation Rules

Question 5

Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

A. Implement SOS for mobile experience
B. Add Live Agent to public-facing sites
C. Configure Chatter for public access
D. Create a Customer Community
E. UtilizeKCS to manage Knowledge

Solutions: