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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Integrations | 10% | - External System Connectivity
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
A. Use auto-response rules to send an email to the customer
B. Use assignment rules toassign the case to a case queue
C. Use escalation rules to assign the case to a case queue
D. Use workflow rules to send an email to the customer
Question #2
Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
A. Case dashboards
B. Case queues
C. Case custom reports
D. Caseassignment rules
Question #3
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
Choose 2 answers
A. Allow the user to log into Live Agent from multiple browsers.
B. Coach users on minimizing open console tabs.
C. Add additional components to the Lightning console.
D. Ensure each laptop has a modern browser installed.
Question #4
Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers
A. Approval Process thatassigns an Article to a Reviewer Queue
B. Data Category to assign an Article Type to a Reviewer
C. Validation Rules for Article Types to verify all fields during creation
D. Knowledge Action to Publish an Article once the Article is approved
Question #5
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
A. Strategies to maximize call deflection
B. Performance for high volume of interactions
C. Integration with Lead Generation team and apps
D. Integration with Field service teams and apps
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: B,D | Question #3 Correct Answer: B,D | Question #4 Correct Answer: B,C | Question #5 Correct Answer: B,C |
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