Salesforce Service Cloud Administration : ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A) Develop and publish a knowledge management system
B) Integrate with an enterprise resource planning system.
C) Implement Field Service Lightning.
D) Configure Visual Flows on Salesforce mobile.

2. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers

A) Account team relationship to the primary contact
B) Visibility and access to thework order records
C) Work order and customer contact escalation requirements
D) Total number of account and contact records in the database
E) Case closure rules on the original case

3. What is arecommended way to migrate data from an external system while ensuring that the data adheres to data qualityrules established for the Salesforce org?

A) Cleanse the data outside of Satesfbrce and then migrate the data.
B) Use the Salesforce data loader to load and cleanse the data.
C) Upload thedata into Salesforce and then run data cleansing tools.
D) Use the Salesforce import wizard to load and cleanse the data.

4. What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

A) Implement team productivity dashboards.
B) Streamline the agent interface.
C) Offer supports through Facebook and twitter.
D) Enable templates for written responses.

5. Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?

A) Add History to the Utility bar.
B) Keep all open in tabs.
C) Define a custom List View.
D) Use a second Console session.

Solutions: