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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requestedfrequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

A) Waterfall
B) Lightning Platform
C) Kanban
D) Agile

2. How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A) Omni-Channel Supervisor tab
B) Cases report sorted by Rep and Case CreatedDate
C) Omni-ChannelUtility Component
D) Cases report sorted by Rep and Case Owner

3. Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should aConsultant accomplish this?

A) Standard Web-to-Case with assignment rules
B) Standard Email-to-Case with assignment rules
C) Omni-Channel with prioritized queues
D) Lightning Email with web routing prioritization

4. Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A) Create a Chatter group and invite the customer to join withan external chatter user.
B) Create a Visualforce page on the customer community portal.
C) Set up communication channel layouts in the object manager to use Insert Article into Social post.
D) Set up insert Article into Social post and enable the customer community portal.

5. A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the sametime to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

A) Document and share the practices of Agent A with the team via knowledge articles
B) Update case assignment rules to route more cases to Agent A
C) Review case history and activities for Agents B and C
D) Build a dashboard to display individual performance by agent versus the team goal
E) Lower the target for entire team to that of Agent A

Solutions: