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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. UC has a three-tiered contactcenter.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A) Create a custom trigger to generate history when cases get escalated between tiers.
B) Create a case report to show the number of cases for each tier and sort them by case owner.
C) Create an approval process to ensure only the appropriate cases get escalated.
D) Create a case report to show all casesacross tiers filtered by an escalation flag.

2. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?

A) Console Keyboard Shortcuts
B) Multiple Monitors Components
C) Collapsible Sidebar Components
D) ConfigureMacros

3. Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)

A) Project kickoff presentation
B) Solutiondesign document
C) Requirements traceability matrix
D) Project milestones

4. Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A) Number of customer ratings
B) Number of approved articles
C) Number of archived articles
D) Number of article votes

5. Auto Response rules work on which objects?

A) Accounts and Cases
B) Accounts and Opportunity
C) Leads and accounts
D) Leads and Cases

Solutions: