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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which method can be used to route cases from social channels?

A) use Twitter-to-case and add workflow rules to the case object.
B) Enable Social Network Profile and add assignment rules to the case object.
C) EnableSocial Network Profile and add workflow rules to the contact object.
D) Enable Social Customer Service and add assignment rules to thecase object.

2. Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A) Ability to specify unique service levels for each customer
B) Ability to prompt callers for the service contract number within IVR menus
C) Ability to enforce service levels with the time-dependent processes
D) Ability to determine if a customer has escalated a case in the past

3. Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers

A) Enable templates for written responses.
B) Improve the agent interface.
C) Increase the number of agents.
D) Employ surveys to confirm customer satisfaction.

4. Milestones can be added to which three Object types? Choose 3 answers

A) Service
B) Case
C) Entitlement
D) Account
E) Work Order

5. 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 escalation
C) Case assignment
D) Salesforce console

Solutions: