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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 25% | - Service level management
|
| Topic 2: Service Cloud Console | 15% | - Console configuration
|
| Topic 3: Omni-Channel Routing | 15% | - Setup and configuration
|
| Topic 4: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 5: Knowledge Management | 20% | - Knowledge usage and integration
|
| Topic 6: Integration and Automation | 5% | - Flow for Service
|
| Topic 7: Self-Service and Communities | 10% | - Self-service features
|
Salesforce Service Cloud Administration Sample Questions:
At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?
- A. Create a related child case and assign the child case to the product development team.
- B. Enable Chatter case feed and add product development team members to the case team.
- C. Create a private Chatter group with customers and invite key individuals to join the group.
- D. Build a repository of Knowledge articles related to integration and share it with the customer.
Correct Answer: C 🗳️
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. Improve the training provided to existing agents
- B. Configure entitlements and milestones to enforce SLAs
- C. Track social sentiment across social media outlets
- D. Hire more agents for the contact centers
Correct Answer: A,D 🗳️
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. Chatter
- B. Omni-Channel
- C. Quick Text
- D. Macros
- E. Publisher Actions
Correct Answer: C,D,E 🗳️
Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff.
Which solution should a consultant recommend?
- A. Move to a cloud -based telephony system.
- B. Build an adapter using the telephony vendor's toolkit.
- C. Implement an adapter using the Telephony API.
- D. Implement an adapter built on Open CTI.
Correct Answer: D 🗳️
The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Customer community
- B. Automatic call distribution
- C. Knowledge base
- D. Service cloud console
Correct Answer: A,C 🗳️
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