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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:
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
Correct Answer: A,B,C 🗳️
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
Correct Answer: B,C 🗳️
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
Correct Answer: C,D 🗳️
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.
Correct Answer: A 🗳️
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.
Correct Answer: B,C 🗳️
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