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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case Management | 25% | - Support processes and record types
|
| Service Cloud Console | 15% | - Console configuration
|
| Integration and Automation | 5% | - Flow for Service
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Self-Service and Communities | 10% | - Self-service features
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
A. Streamline the agent interface.
B. Offer supports through Facebook and twitter.
C. Implement team productivity dashboards.
D. Enable templates for written responses.
Question 2
Universal Containers will be launching a telesales contact center. What should be considered in the design?
Choose 2 answers.
A. Performance for high volume of interactions
B. Integration with Lead Generation team and apps
C. Integration with Field service teams and apps
D. Strategies to maximize call deflection
Question 3
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
A. A mashup integration on the Account page to a third-party mapping service
B. A Web Service call-out that retrievesmap details from the backend system
C. An outboundmessage to a middleware platform to provide map details
D. A custom tab of type URL that displays a map image of customer location
Question 4
All of the following objects may have a queue EXCEPT:
A. Accounts
B. Custom Objects
C. Cases
D. Leads
Question 5
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
A. Set article Org Wide Default to Public ReadWrite.
B. Grant Authors access to the FaQ record type
C. Grant Authors access to the FAQ article type.
D. Add Authors to the FaQ Data Category.
Solutions:
| Question 1 Answer: A,D | Question 2 Answer: A,B | Question 3 Answer: A | Question 4 Answer: A | Question 5 Answer: B |
