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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Cloud Console | 15% | - Integration and extensions
|
| Omni-Channel Routing | 15% | - Workload management
|
| Case Management | 25% | - Service level management
|
| Knowledge Management | 20% | - Lightning Knowledge setup
|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Integration and Automation | 5% | - Third-party integrations
|
| Self-Service and Communities | 10% | - Self-service features
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Most Available Routing
- B. Configure Live Agent Skills-based Routing
- C. Configure Omni-Channel with Least Active Routing
- D. Configure Case Assignment Rules
Correct Answer: A 🗳️
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
- A. Streamline the agent interface.
- B. Implement team productivity dashboards.
- C. Enable templates for written responses.
- D. Offer supports through Facebook and twitter.
Correct Answer: A,C 🗳️
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 Live Agent in their community to chat with an agent.
- B. Add the Question action to Chatter in the community publisher.
- C. Use a community template to set up their customer community.
- D. Enable web -to -case on theirpublic website.
Correct Answer: B,C 🗳️
A company frequently has issues with customers that need complex, hands-on technical support with high- priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with theserestrictions?
- A. Field Service Lightning
- B. SOS Video Chat
- C. Customer Community
- D. Salesforce Knowledge
Correct Answer: B 🗳️
You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?
- A. Returns a link that returns a post with the same reference
- B. Tag another chatter user
- C. Deletes posts
Correct Answer: A 🗳️
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