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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 20% | - Knowledge usage and integration
|
| Topic 2: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 3: Case Management | 25% | - Support processes and record types
|
| Topic 4: Service Cloud Console | 15% | - Console configuration
|
| Topic 5: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 6: Omni-Channel Routing | 15% | - Workload management
|
| Topic 7: Integration and Automation | 5% | - Flow for Service
|
Salesforce Service Cloud Administration Sample Questions:
1. Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should aConsultant accomplish this?
A) Lightning Email with web routing prioritization
B) Omni-Channel with prioritized queues
C) Standard Email-to-Case with assignment rules
D) Standard Web-to-Case with assignment rules
2. 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) Configure the case list under custom console components so users can view the list view along with the case view
B) Build a customer visual force page with the list view and assign it to the console sidebar.
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
3. What statement is true about the Salesforce Knowledge article lifecycle?
A) Articles CANNOT be published until they are reviewed and validated by a qualified author
B) Knowledge uses public groups as a way toassign users to specific tasks related to articles
C) Approval process CANNOT allow publishingof articles that have specificvalidation statuses
D) Article permission sets allow agents to participate in the article publishing process
4. Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
A) Enable and configurewildcards for article searches
B) Set up an intuitive Data Category hierarchy
C) Require that an article be added when closing a case
D) Restrict the ManageArticles user permission
5. Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP ofCustomer Service wants to use Service Cloud to track and ensure senior management isalerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?
A) Salesforce Console
B) Case Escalation
C) Case Assignment
D) Entitlements and Milestones
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: B,D | Question # 5 Answer: D |
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