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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Integrations | 10% | - External System Connectivity
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
A. Requirements traceability matrix
B. Project milestones
C. Project kickoff presentation
D. Solutiondesign document
Question 2
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
A. Employee Community
B. Lightning Console
C. Salesforce Mobile App
D. Field ServiceLightning
Question 3
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?
A. Contact Salesforce to have Omni Channel enabled
B. EnableOmni Channel by clicking Settings in Setup
C. Assign Users to Omni Channel permissions
D. Assign Users to the Omni Channel Feature License
Question 4
Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
A. Enable Chatter for agent collaboration
B. Enable Live Agent to handle incoming service inquiries
C. Enable Ideas in a customer portal
D. Create auto-response templates for incoming emails
Question 5
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. Whatcustomer-related metric should the customer support management analyze? Choose 2 Answers
A. Time spent by account year to date
B. New cases opened by theaccount channel
C. High priority cases opened by account month to date
D. Escalated cases by account month to date
Solutions:
| Question 1 Answer: B,C | Question 2 Answer: D | Question 3 Answer: B | Question 4 Answer: A,B | Question 5 Answer: C,D |
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