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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

Question 1

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Knowledge articles with the lowest rating.
B. Knowledge articles created by call center agents.
C. Knowledge search query with no results.
D. Number of knowledge articles in each data category.

Question 2

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.
B. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
C. Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data.
D. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.

Question 3

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A. customer satisfaction Survey
B. Customer Purchase History
C. Customer Support Requests
D. Service Level Agreement
E. Net promoter Score

Question 4

Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

A. Add Live Agent to public-facing sites
B. Implement SOS for mobile experience
C. Create a Customer Community
D. Configure Chatter for public access
E. UtilizeKCS to manage Knowledge

Question 5

An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A. Provideadditional training on tools and process
B. Allow shift trading between agents
C. Extend benefits to part-time agents
D. Mix telephony interactions with email and chat

Solutions: