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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Universal Containers wants to track customer satisfaction (CSAT). Which solution willautomate the process for support agents to survey customers when cases are closed?

A) Enable the case survey object for the customer portal
B) Create a validation rule for case survey email templates
C) Modify the user interface settings for the case survey sidebar
D) Utilize an AppExchange package to handle customer surveys

2. UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)

A) Use a workflow rule to send an email to the product manager
B) Use an escalation rule to move cases into the product manager queue
C) Use Chatter case feed and case teams to monitor cases
D) Use anassignment rule to assign new cases to the product manager

3. Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A) Create a Dashboard for each CaseTeam.
B) Create a single Dashboard with a Case Team filter.
C) Create a Dashboard for each Region.
D) Create a single Dashboard with a Region filter.

4. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measurecan satisfy this requirement?

A) Customer Satisfaction
B) Service-Level Measure
C) Customer Engagement Score
D) Net Promoter Score

5. Auto Response rules work on which objects?

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

Solutions: