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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Knowledge Management | - Salesforce Knowledge
|
| Topic 2: Customer Service Channels | - Call Center Integration
|
| Topic 3: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 4: Service Cloud Fundamentals | - Case Management
|
| Topic 5: Service Process Automation | - Service Level Management
|
Salesforce Service Cloud Administration Sample Questions:
1. Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
A) Assign users to Omni channel permissions.
B) Enable Omni channel in setup.
C) Assign users to the Omni channel feature license.
D) Contact salesforce to have Omni channel enabled.
2. What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
A) Bypass entitlement verification
B) Increase the Call-to-Order ratio
C) Use suggested Knowledgearticles
D) Use integrated voiceresponse
3. Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
A) Field Service Lightning
B) Salesforce Knowledgebase
C) Service Cloud SOS
D) Chatter Groups
4. A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
A) Number of Chatter files attached to cases.
B) Number of articles associated to cases.
C) Number of successful keyword searches.
D) Number of published article views.
E) Number of content packs attached to cases.
5. 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 Least Active Routing
B) Configure Case Assignment Rules
C) Configure Omni-Channel with Most Available Routing
D) Configure Live Agent Skills-based Routing
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C,D | Question # 3 Answer: A,C | Question # 4 Answer: A,B,C | Question # 5 Answer: C |
