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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 2: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 3: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 4: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 5: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Topic 6: Integrations | 10% | - External System Connectivity
|
| Topic 7: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Topic 8: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 9: Knowledge Management | 12% | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
1. Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers
A) Assign article types to the communities
B) Configure content library permissions
C) Enable article deliveries
D) Enable public solutions.
E) Publish articles to external channels
2. Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
A) Site consolidation
B) Recovery point objective
C) Open access to systems
D) Criteria for plan activation
3. Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
A) It utilizes the SoftPhone capability from within the Salesforce application
B) It is a server based software program that controls the behavior of a Salesforce SoftPhone
C) It is an intermediarybetween a telephony system and a Salesforce CRM call center user
D) It allows voicemails to be captured and stored as attachments on cases
4. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?
A) Users, contacts, accounts, cases
B) Accounts cases, users, contacts
C) Users, accounts, contacts, cases
D) Accounts, contacts,cases, users
5. At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?
A) Build a repository of Knowledge articles related to integration and share it with the customer.
B) Create a private Chatter group with customers and invite key individuals to join the group.
C) Enable Chatter case feed and add product development team members to the case team.
D) Create a related child case and assign the child case to the product development team.
Solutions:
| Question # 1 Answer: A,D,E | Question # 2 Answer: D | Question # 3 Answer: A,C | Question # 4 Answer: C | Question # 5 Answer: B |
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