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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Integrations | 10% | - External System Connectivity
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers
- A. Customer Purchase History
- B. Service Level Agreement
- C. customer satisfaction Survey
- D. Net promoter Score
- E. Customer Support Requests
Correct Answer: A,C,D 🗳️
Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and case teams to monitor cases.
Correct Answer: C 🗳️
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Hire more agents for the contact centers
- B. Track social sentiment across social media outlets
- C. Improve the training provided to existing agents
- D. Configure entitlements and milestones to enforce SLAs
Correct Answer: A,C 🗳️
The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers
- A. Knowledge Base
- B. Automatic Call Distribution
- C. Customer Community
- D. Service Cloud Console
Correct Answer: A,C 🗳️
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Lightning Console enablement
- B. CTI Adapter configuration
- C. Service Console case creation configuration
- D. Call Center Definition File creation
Correct Answer: B,D 🗳️
