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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case Management | 13% | - Case Lifecycle Administration
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Integrations | 10% | - External System Connectivity
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
Salesforce Service Cloud Administration Sample Questions:
1. The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers
A) Keyboard Shortcuts
B) Multi -monitor support
C) Dynamic list updates
D) Quick Text
E) Case hover
2. Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
A) Lightning Guided Engagement
B) Macros
C) Quick Text
D) Visual Workflow
3. What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
A) Bypass entitlement verification
B) Increase the Call-to-Order ratio
C) Use integrated voiceresponse
D) Use suggested Knowledgearticles
4. For which purpose should a contact center use visual workflow?
A) To automate business processes for agents who troubleshoot customer support issues via phone.
B) To automatically assign cases to a specific queue based on the customer support level.
C) To assign follow-up tasks to an agent one week after a case is closed.
D) To escalate a case to the support manager if it has been open for more than 72 hours.
5. Which two configuration steps are required before quick actions can be used in Macros?
A) Global Actions needs on the publisher layout.
B) Quick Actions must be enabled in the org.
C) The specific quick action must be added to the case Feed.
D) The specific quick action must be added to the case record Type.
Solutions:
| Question # 1 Answer: A,B,C | Question # 2 Answer: B,C | Question # 3 Answer: C,D | Question # 4 Answer: A | Question # 5 Answer: B,C |
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