Salesforce Service Cloud Administration : ADM-261

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Salesforce ADM-261 Exam Syllabus Topics:

Salesforce Service Cloud Administration Sample Questions:

1. What is the primary function of a private branch exchange (PBX)?

A) To report the caller's background information
B) To receive multiple calls at one time
C) To mate calls to different agents
D) To use speech recognition to direct calls

2. The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

A) Interactive voice response
B) Skills -based routing
C) Private branch exchange
D) Workforce management

3. A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A) Communities
B) Mass email
C) Salesforce Chat
D) Public groups

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

5. Due to arecent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts.The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A) Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
B) Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
C) Set up a customer survey for customers calling in to identify the severity and impact of the recall.
D) Set up IVR with an automated response for customersaffected by the recall to defect calls.

Solutions: