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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - External System Connectivity
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
Salesforce Service Cloud Administration Sample Questions:
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 with Case Subtabs
- C. Account tab with Cases related list
- D. Account tabs and Casestab
Correct Answer: C 🗳️
Universal Containers hascreated Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Create an Unmanaged Package
- B. Manually re-create the Permission Sets
- C. Publish a Managed Package
- D. Use a Change Set
Correct Answer: D 🗳️
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. Total number of solutions created by agent
- B. Average number of knowledge articles published
- C. Number of total cases handled
- D. First contact resolution rate
Correct Answer: C,D 🗳️
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.
- A. LeverageLive Agent for web-based chat
- B. Implement Salesforce Knowledge on a portal
- C. Enable service contracts and entitlements
- D. Implement Service Cloud console to support agents
Correct Answer: A,B 🗳️
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 private Chatter group with customers and invite key individuals to join the group.
- B. Enable Chatter case feed and add product development team members to the case team.
- C. Create a related child case and assign the child case to the product development team.
- D. Build a repository of Knowledge articles related to integration and share it with the customer.
Correct Answer: A 🗳️
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