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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 20% | - Lightning Knowledge setup
|
| Topic 2: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 3: Case Management | 25% | - Support processes and record types
|
| Topic 4: Omni-Channel Routing | 15% | - Setup and configuration
|
| Topic 5: Service Cloud Console | 15% | - Integration and extensions
|
| Topic 6: Integration and Automation | 5% | - Flow for Service
|
| Topic 7: Analytics and Reporting | 10% | - Dashboards and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
Business Users have requested that the salesforce administrator allow agents to view a list of cases in theconsole while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Build a customer visual force page with the list view and assign it to the console sidebar.
- B. Configure the case list under custom console components so users can view the list view along with the case view
- C. Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
- D. Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console
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 Case Assignment Rules
- B. Configure Omni-Channel with Least Active Routing
- C. Configure Omni-Channel with Most Available Routing
- D. Configure Live Agent Skills-based Routing
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. Quality monitoring score
- B. Number of calls offered
- C. Schedule adherence
- D. Agent utilization
Universal Containersrequires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Validation rules
- B. Assignment rules
- C. Workflow rules
- D. Auto-response rules
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?
- A. Process Builder Scheduled Actions
- B. Time-based Workflow Rules
- C. Scheduled Reports
- D. Milestone Actions
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