Fast delivery in 5 to 10 minutes after payment

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Only need to practice for 20 to 30 hours

You will get to know the valuable exam tips and the latest question types in our ADM-261 certification training files, and there are special explanations for some difficult questions, which can help you to have a better understanding of the difficult questions. All of the questions we listed in our ADM-261 practice exam materials are the key points for the IT exam, and there is no doubt that you can practice all of ADM-261 best questions within 20 to 30 hours, even though the time you spend on it is very short, however the contents you have practiced are the quintessence for the IT exam. And of course, if you still have any misgivings, you can practice our ADM-261 certification training files again and again, which may help you to get the highest score in the IT exam.

Simulate the real exam

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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) First call resolution
C) Service level agreement
D) Customer satisfaction survey

2. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A) Escalated Calls
B) Knowledge Article Usage
C) Cases by Support Channels
D) Number of Portal Logins per Day
E) Average Call Handle Time

3. UC has a three-tiered contactcenter.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A) Create a custom trigger to generate history when cases get escalated between tiers.
B) Create an approval process to ensure only the appropriate cases get escalated.
C) Create a case report to show the number of cases for each tier and sort them by case owner.
D) Create a case report to show all casesacross tiers filtered by an escalation flag.

4. Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A) Contacts
B) Products
C) Service contracts
D) Case history

5. Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?

A) Milestone Actions
B) Scheduled Reports
C) Process Builder Scheduled Actions
D) Time-based Workflow Rules

Solutions: