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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?

A) Users cannot own records
B) Users can download and view content
C) Users can be part of a case team
D) Users are not associated with a role in the hierarchy

2. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A) Service level agreement
B) Average handle time
C) Customer satisfaction survey
D) First call resolution

3. Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.

A) Ability to determine if a customer has escalated a case in the past
B) Ability to prompt callers for the service contract number within IVR menus
C) Ability to enforce service levels with the time-dependent processes
D) Ability to specify unique service levels for each customer

4. Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problemsaccount for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

A) Import payment data into Salesforce and add to the contact page layout as a related list.
B) Create a custom tab of type URL that displays a search page from the billing system.
C) Create a Visualforce page that retrieves payment information via a Web Service call-out.
D) Use Lightning Connect to connect and access data in real-time from the billing system.

5. UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

A) Visual Workflow, data loader, and Force.com IDE
B) Data loader, change sets, and Force.com Excel Connector
C) Mass Transfer Records, change sets, and Force.com migration tool
D) Force.com migration tool, Force.com IDE, and change sets

Solutions: