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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Cloud Console | 15% | - Console configuration
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Integration and Automation | 5% | - Third-party integrations
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Case Management | 25% | - Support processes and record types
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the firststep in configuration and customization?
A. Create an iframe to display the chat window
B. Create user profiles or permission sets
C. Enable Chatter Messenger for the organization
D. Enable Live Agent for the organization
Question 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 integrated voiceresponse
D. Use suggested Knowledgearticles
Question 3
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A. Salesforce Knowledge
B. Salesforce for Twitter
C. Live Agent
D. Open CTI
Question 4
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.
A. Enable service contracts and entitlements.
B. Implement Salesforce Knowledge on a portal.
C. Implement Salesforce Console for Service to support agents.
D. Leverage Live Agent for web-based chat.
Question 5
Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
A. web-to-Case
B. An AppExchange package
C. Email-to-Case
D. On-Demand Email-to-Case
Solutions:
| Question 1 Answer: D | Question 2 Answer: C,D | Question 3 Answer: A | Question 4 Answer: B,D | Question 5 Answer: D |
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