Salesforce : ADM-261 Questions & Answers

High-quality Service Cloud Administration practice materials

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

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

Question 2

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

A. Communities
B. Macros
C. ChatterQuestions
D. Public Knowledge
E. Field Service

Question 3

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

Question 4

The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?

A. Private Branch Exchange
B. Time and Attendance
C. Interactive Voice Response
D. Automatic Call Distributor

Question 5

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Knowledge articles with the lowest rating.
B. Knowledge search query with no results.
C. Number of knowledge articles in each data category.
D. Knowledge articles created by call center agents.

Solutions: