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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 2: Knowledge Management | - Salesforce Knowledge
|
| Topic 3: Service Process Automation | - Service Level Management
|
| Topic 4: Customer Service Channels | - Digital Engagement
|
| Topic 5: Service Cloud Fundamentals | - Case Management
|
Salesforce Service Cloud Administration Sample Questions:
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A. Define a custom List View.
- B. Add History to the Utility bar.
- C. Use a second Console session.
- D. Keep all open in tabs.
Correct Answer: B 🗳️
Universal Containers (UC) is updating theService Cloudconsole app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
- C. Configure the new app m developer org and use an unmanaged package to deploy to production.
- D. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
Correct Answer: C 🗳️
KCS (knowledge centered support) what is it? Choose 2Answers
- A. Standard for managing customer support and delivery
- B. Process for creating and maintaining knowledge
- C. Method for social media management
- D. Share knowledge with the business partners
Correct Answer: B,D 🗳️
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. Schedule adherence
- B. Number of calls offered
- C. Agent utilization
- D. Quality monitoring score
Correct Answer: A,C 🗳️
Whendesigning a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Caseassignment rules
- C. Case custom reports
- D. Case dashboards
Correct Answer: A,B 🗳️
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