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Mock examination available in Windows operation system

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

A) Configure Case Assignment Rules
B) Configure Omni-Channel with Least Active Routing
C) Configure Live Agent Skills-based Routing
D) Configure Omni-Channel with Most Available Routing

2. If youdelete a case, which two also get deleted? (Choose two answers)

A) Solution
B) Attachments
C) Account
D) Event

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

4. Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A) Configure Omni-Channel Supervisor tab and 3rd party access.
B) Configure Live Agent Supervisor tab and Whisper Messages.
C) Add the Live Agent Component to the Utility bar.
D) Configure the SOS snap-in for the Lightning Service Console.

5. Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

A) On-Demand Email-to-case
B) Web tocase forms
C) Standard email to case
D) Omni channel routing

Solutions: