Salesforce ADM-261 Actual Tests : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A) Create, consume, feedback, approve, publish
B) Create, publish, feedback, approve,consume
C) Create, feedback, publish,approve, consume
D) Create, approve, publish, consume, feedback

2. Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A) It is an intermediarybetween a telephony system and a Salesforce CRM call center user
B) It utilizes the SoftPhone capability from within the Salesforce application
C) It is a server based software program that controls the behavior of a Salesforce SoftPhone
D) It allows voicemails to be captured and stored as attachments on cases

3. Which solution can be used to improve call deflection?

A) Knowledge base
B) Assignment rules
C) Case routing
D) Community forum
E) Web chat

4. What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)

A) Increase the Call-to-Order ratio
B) Use suggested Knowledgearticles
C) Use integrated voiceresponse
D) Bypass entitlement verification

5. A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?

A) Create a report using the case historical trending reporttype.
B) Create a report using the case snapshot report type.
C) Create a report using the case lifecycle report type.
D) Create a report using the case age report type.

Solutions: