Salesforce ADM-261 Value Pack (Frequently Bought Together)

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A) Displaying whether a case response complies with a customer's service level agreement
B) Representing metrics such as first-response and resolution time on cases
C) Monitoring the case escalationrule queue toconfirm service levels are met
D) Identifying the customer contact associated with a particular stage of a service contract

2. A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

A) Create a dashboard to track and manage call volumes by type.
B) Create Knowledge Articles and publish internally and publicly.
C) Configure Omni-channel to assign cases directly to Tier 2.
D) Configure IVR routing to bypass Tier 1 for the product line.

3. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A) Create a single data category group for each division and provide access using the role hierarchy.
B) Create a sharing rule for each division to provideaccess based on criteria of the article.
C) Create separate data category groups for each division and assign the category to a division profile.
D) Create a sharing rule for each division to provide access using the role hierarchy.

4. What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)

A) Uncovers gaps in the knowledge base
B) Replaces the need for an email channel
C) Reduces incoming call volume
D) Eliminatestracking of customer entitlements

5. Universal Containers wants to ensure the contracted service level requirements for its clients are being met.
What should be configured to meet this requirement?

A) Entitlement processes, contracts, milestones, and milestone actions
B) Entitlement processes, contracts, contract line Items, and entitlements
C) Entitlement processes, milestones,milestone actions, and entitlements
D) Entitlement processes, contract line items, milestones, and entitlements

Solutions: