Salesforce Service Cloud Administration : ADM-261 Exam

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?

A. Publish a Managed Package
B. Create an Unmanaged Package
C. Manually re-create the Permission Sets
D. Use a Change Set

Question 2

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem

A. Configure Omni-Channel Routing Model as MostAvailable.
B. Configure Case Assignment Rules to use Queues.
C. Configure Omni-Channel Routing Model as Least Active.
D. Configure Case Assignment Rules to use Users.

Question 3

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

Question 4

Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A. Create auto-response templates for incoming emails
B. Enable Chatter for agent collaboration
C. Enable Live Agent to handle incoming service inquiries
D. Enable Ideas in a customer portal

Question 5

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
B. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
C. Create case page layouts for each interactionchannel and assign them to different agent profiles.
D. Createmultiple agent console applications and configure the Iayout based on the user's requirements.

Solutions: