Salesforce ADM-261 actual dump : Service Cloud Administration

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

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

2. Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

A) Publish articles to external channels
B) Configure content library permissions
C) Assign article types to the communities
D) Enable public solutions.
E) Enable article deliveries

3. What is arecommended way to migrate data from an external system while ensuring that the data adheres to data qualityrules established for the Salesforce org?

A) Cleanse the data outside of Satesfbrce and then migrate the data.
B) Use the Salesforce data loader to load and cleanse the data.
C) Upload thedata into Salesforce and then run data cleansing tools.
D) Use the Salesforce import wizard to load and cleanse the data.

4. UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

A) Create a Visualforce page that retrieves payment information via a Web Service call-out
B) Create a custom web service to handle invoice inserts and updates from the billing system
C) Import payment data into Salesforce and add to the contact page layout related list
D) Create a custom tab of type URL that displays a search page from the billing system

5. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?

A) Users, accounts, contacts, cases
B) Users, contacts, accounts, cases
C) Accounts cases, users, contacts
D) Accounts, contacts,cases, users

Solutions: