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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Self-Service and Communities | 10% | - Self-service features
|
| Topic 2: Case Management | 25% | - Service level management
|
| Topic 3: Integration and Automation | 5% | - Flow for Service
|
| Topic 4: Service Cloud Console | 15% | - Console configuration
|
| Topic 5: Omni-Channel Routing | 15% | - Workload management
|
| Topic 6: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 7: Knowledge Management | 20% | - Lightning Knowledge setup
|
Salesforce Service Cloud Administration Sample Questions:
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- B. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- C. Escalation Rules, Queues, Public Groups, Live Agent
- D. Escalation Rules, Queues, Chatter Groups, Omni-Channel
Correct Answer: B 🗳️
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. Private branch exchange
- B. Interactive voice response
- C. Workforce management
- D. Skills -based routing
Correct Answer: D 🗳️
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Knowledge uses public groups as a way toassign users to specific tasks related to articles
- B. Articles CANNOT be published until they are reviewed and validated by a qualified author
- C. Article permission sets allow agents to participate in the article publishing process
- D. Approval process CANNOT allow publishingof articles that have specificvalidation statuses
Correct Answer: C 🗳️
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which twodeploysolutions should a consultant to ensure skills-based routing is operational in Production?
- A. Change Sets
- B. Data Loader
- C. Data Import Wizard
- D. Mass Transfer Records
Correct Answer: A,D 🗳️
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?
- A. Case assignment
- B. Case escalation
- C. Entitlements and milestones
- D. Salesforce console
Correct Answer: C 🗳️
