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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customersatisfaction? Choose 2 answers.

A) Average handle time
B) Customer satisfaction survey
C) Service level agreement
D) First call resolution

2. 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

3. UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A) Track social sentiment across social media outlets
B) Improve the training provided to existing agents
C) Configure entitlements and milestones to enforce SLAs
D) Hire more agents for the contact centers

4. A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the firststep in configuration and customization?

A) Create an iframe to display the chat window
B) Enable Live Agent for the organization
C) Create user profiles or permission sets
D) Enable Chatter Messenger for the organization

5. Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

A) Create a service cloud console to support all channel groupings.
B) Create an agent profile for each channel grouping.
C) Create an agent role for each channel grouping.
D) Create a unique case page layout for each channel grouping.

Solutions: