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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Integrations | 10% | - External System Connectivity
|
| Topic 2: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 3: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Topic 4: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 5: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 6: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 7: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 8: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 9: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
1. Which feature should a consultant configure to allow global service reps tocall customers from within the lightning service console?
A) Open CTI
B) Lightning dialer
C) Local presence
D) Macros
2. What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
A) Use suggested Knowledgearticles
B) Bypass entitlement verification
C) Increase the Call-to-Order ratio
D) Use integrated voiceresponse
3. Universal Containers has millions of customers in Salesforce, but only a very smallpercentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
A) Have agents manually create Users when Community access is requested by Customers.
B) Have agents provide Customers with Community registration instructions when working a case.
C) Identify active Customersand send them registration instructions via email.
D) Send email notifications to all Customers to join the Community.
4. Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
A) Remove formula fields from filter criteria.
B) Remove dashboards based on long-running reports.
C) Remove date boundaries from filter criteria.
D) Remove unnecessary columns from thereports.
5. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A) Quality monitoring score
B) Number of calls offered
C) Schedule adherence
D) Agent utilization
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A,D | Question # 3 Answer: B,C | Question # 4 Answer: A | Question # 5 Answer: C,D |
