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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A) On a record Activity Feed list
B) On a record Highlights Panel
C) On the Calendar right hand panel
D) On autility bar of the Lightning App

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

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

4. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A) Cases by Support Channels
B) Number of Portal Logins per Day
C) Escalated Calls
D) Average Call Handle Time
E) Knowledge Article Usage

5. Universal Containers is setting up a field service dispatchcontact center. Which functionality should be considered when designing the contact center? (Choose 2)

A) Visibility into serviceentitlements
B) Predictive dialer for outbound calls
C) Chatter groups for customer
D) Mobile access to case information

Solutions: