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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.

A) Disable the Interactive Voice Response (IVR) system.
B) Update thecase status field values.
C) Route cases to agents in an alternate center.
D) Deliver training on case handling for contingent staff.
E) Monitor service level agreements (SLAs) and notify customers.

2. Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?

A) Assign users a sharing rule with access to the service console app
B) Assign user topublic group with access to the service console app
C) Assign users a profile with access to the service console app
D) Assign users a permission with access to the service console app

3. A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A) Use a computer telephony integration (CTI) adapter that supports its telephony system.
B) Implement an on demand telephony solution provided by a vendor.
C) Create an API integration between Salesforce and the telephony system.
D) Build a custom computer telephony integration (CTI) adapter using the Toolkit.

4. The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A) Knowledge base
B) Service cloud console
C) Customer community
D) Automatic call distribution

5. Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

A) On-Demand Email-to-Case
B) web-to-Case
C) Email-to-Case
D) An AppExchange package

Solutions: