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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 2: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Topic 3: Integrations | 10% | - External System Connectivity
|
| Topic 4: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 5: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 6: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Topic 7: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 8: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 9: Implementation Strategies | 12% | - Service Cloud Deployment
|
Salesforce Service Cloud Administration Sample Questions:
1. Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
A) Assign user topublic group with access to the service console app
B) Assign users a profile with access to the service console app
C) Assign users a sharing rule with access to the service console app
D) Assign users a permission with access to the service console app
2. A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet thisrequirement?
A) Lightning Service Console
B) Field Service Lightning
C) Customer Community
D) An AppExchange Solution
3. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
A) Multiple Monitors Components
B) Console Keyboard Shortcuts
C) ConfigureMacros
D) Collapsible Sidebar Components
4. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
A) Assign team-based roles to theassociated product article types
B) Assign team-based profiles to theassociated product data category value
C) Assign team-based roles to the associated product data category value
D) Assign team-based profiles to the associated product article types
5. Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
A) Enable web -to -case on theirpublic website.
B) Use a community template to set up their customer community.
C) Enable Live Agent in their community to chat with an agent.
D) Add the Question action to Chatter in the community publisher.
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: B,D |
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