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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

Universal Containers wants to provide a more consistent service experience to itscustomers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A. The Run Macros Permission must be granted to users.
B. The Run Macros Action must be on the page layout.
C. Publisher Actions used in the macros must be on the page layout.
D. Users must use Lightning Experience.
E. The Macros widget or utility must be added to the console.

Question 2

The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A. Skills -based routing
B. Interactive voice response
C. Private branch exchange
D. Workforce management

Question 3

Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A. Email Relay
B. Assignment Rule
C. Email Alert
D. Email Template
E. Workfl

Question 4

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable article submission during case close.
B. Create an email template to send articles as PDFattachments.
C. Enable article customization for open cases.
D. Enable suggested articles on new cases.
E. Enable agents to create their own personal articles.

Question 5

Universal Containers contact center has experienced an increased number of customer questions due to a growing product portfolio. Which two solutions should a consultant recommend to minimize the need to hire more agents? Choose 2 answers

A. Web -to -Case
B. Live Agent
C. Chatter Questions
D. Community

Solutions: