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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 2: Self-Service and Communities | 10% | - Self-service features
|
| Topic 3: Integration and Automation | 5% | - Third-party integrations
|
| Topic 4: Knowledge Management | 20% | - Lightning Knowledge setup
|
| Topic 5: Omni-Channel Routing | 15% | - Workload management
|
| Topic 6: Service Cloud Console | 15% | - Console configuration
|
| Topic 7: Case Management | 25% | - Support processes and record types
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
What process is a use case for Visual workflow? Choose 3 answers
A. Caller verification and creation of a new case
B. Field validation during case creation
C. Decision-based troubleshooting for representatives
D. Cross-self promotions for representatives
E. Assignment of email to a case queue based on subject
Question 2
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?
A. Global Search
B. Search Utility Component
C. Comments List View
D. Comment Search Component
Question 3
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
A. Custom search
B. Custom indexes
C. Record types
D. Tiered data strategy
E. Divisions
Question 4
Which metric influences customer satisfaction? Choose 2 answers
A. First call resolution
B. After call work
C. Call quality
D. Cost per call
Question 5
What is a benefit of acustomer community? Choose 2 answers.
A. Eliminates the need for support agents
B. Eliminates the need to track service level agreements
C. Enables customers to log inquires without contacting an agent
D. Reducesincoming call volume
Solutions:
| Question 1 Answer: A,B,C | Question 2 Answer: A | Question 3 Answer: B,D,E | Question 4 Answer: A,C | Question 5 Answer: C,D |
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