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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 2: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 3: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Topic 4: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 5: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 6: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 7: Integrations | 10% | - External System Connectivity
|
| Topic 8: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 9: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
A. Createmultiple agent console applications and configure the Iayout based on the user's requirements.
B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
C. Create case page layouts for each interactionchannel and assign them to different agent profiles.
D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Question 2
Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
A. Add the Live Agent Component to the Utility bar.
B. Configure the SOS snap-in for the Lightning Service Console.
C. Configure Omni-Channel Supervisor tab and 3rd party access.
D. Configure Live Agent Supervisor tab and Whisper Messages.
Question 3
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?
A. Develop and publish a knowledge management system
B. Integrate with an enterprise resource planning system.
C. Configure Visual Flows on Salesforce mobile.
D. Implement Field Service Lightning.
Question 4
Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers
A. Validation Rules for Article Types to verify all fields during creation
B. Knowledge Action to Publish an Article once the Article is approved
C. Data Category to assign an Article Type to a Reviewer
D. Approval Process thatassigns an Article to a Reviewer Queue
Question 5
Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.
Which method should a consultant recommend for importing thisdata into universal containers service cloud instance
A. Bulk Data Transfer API
B. Cloud-to-Cloud Integration Toolkit
C. Data Integration via SOAP API
D. Java Language Specific Toolkit
Solutions:
| Question 1 Answer: B | Question 2 Answer: D | Question 3 Answer: B | Question 4 Answer: A,C | Question 5 Answer: A |
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