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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Integrations | 10% | - External System Connectivity
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a sharing rule with access to the service console app
- B. Assign users a profile with access to the service console app
- C. Assign users a permission with access to the service console app
- D. Assign user topublic group with access to the service console app
Correct Answer: B,C 🗳️
Universal Banking needs to provide a public knowledge base on itswebsite. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? Choose 2 answers.
- A. Create two data categories to display information (Question/Answer, Product Info).
- B. Create three article types for each product area (Personal Banking, Mortgage, CD).
- C. Create two article typesto display information (Question/Answer, Product Info).
- D. Create three data categories for each product area (Personal Banking, Mortgage, CD).
Correct Answer: C,D 🗳️
WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Case tabs with Account subtabs
- B. Account tabs and Casestab
- C. Account tabs with Case Subtabs
- D. Account tab with Cases related list
Correct Answer: D 🗳️
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Users.
- B. Configure Omni-Channel Routing Model as MostAvailable.
- C. Configure Case Assignment Rules to use Queues.
- D. Configure Omni-Channel Routing Model as Least Active.
Correct Answer: B 🗳️
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers
- A. Quick Text
- B. Publisher Actions
- C. Chatter
- D. Macros
- E. Omni-Channel
Correct Answer: A,B,D 🗳️
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