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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

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. Case assignment
B. Entitlements and milestones
C. Salesforce console
D. Case escalation

Question 2

UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

A. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
B. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
C. Use case auto-response rules to send an email to support managers within one hour of case creation.
D. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.

Question 3

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommendedsolution to increase the involvement of SMEs and track the case to completion in Chatter?

A. Bookmark all the comments related to the issue from SMEs
B. Use hashtag (#) to track the customer case and SMEs comments
C. @mention the SMEs on the case Chatter feed and follow the case
D. Follow the SMEs to receive automatic updates when they add case comments

Question 4

Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A. Prepare, Plan, Validate, Execute, Text
B. Plan, Prepare, Test, Execute, Validate
C. Plan, Prepare, Validate, Execute, Text
D. Prepare, Plan, Text, Execute, Validate

Question 5

Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objectsin a single view while working on a case.
How should the requirement be met?

A. Create a custom Visualforce page
B. Create a custom view on the Case tab
C. Create a custom report
D. Create a custom related list on the case

Solutions: