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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Omni-Channel Routing | 15% | - Workload management
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Case Management | 25% | - Support processes and record types
|
| Integration and Automation | 5% | - Third-party integrations
|
| Service Cloud Console | 15% | - Integration and extensions
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Knowledge Management | 20% | - Lightning Knowledge setup
|
Salesforce Service Cloud Administration Sample Questions:
UC has a three-tiered contactcenter.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
- A. Create a case report to show all casesacross tiers filtered by an escalation flag.
- B. Create an approval process to ensure only the appropriate cases get escalated.
- C. Create a custom trigger to generate history when cases get escalated between tiers.
- D. Create a case report to show the number of cases for each tier and sort them by case owner.
Correct Answer: A 🗳️
Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?
- A. Omni-channel Queue-based routing
- B. Live AgentQueue-based routing
- C. Case Skills-based Assignment Rules
- D. Omni-channel Skills-based routing
Correct Answer: B 🗳️
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Makeknowledge base articles and community answers accessible on its website.
- B. Redirect users from the company site to social media forums about the products.
- C. Make contact center representatives accessible 24/7 to distribute the call volume.
- D. Hire contact center representatives that specialize in each of the product categories.
Correct Answer: A 🗳️
UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Customer Chatter groups
- B. Email-to-Case
- C. Web-to-Case
- D. On-Demand Email-to-Case
Correct Answer: D 🗳️
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about thehold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Contact Requests
- B. Open CT1
- C. Social Customer Service
- D. Embedded Chat Window
Correct Answer: D 🗳️
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