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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Integrations | 10% | - External System Connectivity
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
A. Create a separate .csv for each article type
B. Map articles with HTML sections to rich text area fields
C. Use change sets to import data categories
D. Use the data loader to import unstructured articles
Question #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. Enable the list to be pinned in the console. This allows users to view the listalongside thecase view in the console
C. Recommend openingthe case list view in a separate browser tab and use the window alongside the case view
D. Build a customer visual force page with the list view and assign it to the console sidebar.
Question #3
Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
A. Percent of cases closed with an attached article
B. Percent of cases closed meeting the defined SLA
C. Percent of cases closed with chatter posts
D. Percent of cases closed on first contact
Question #4
What are two design considerations for a Live Agent implementation? Choose 2 answers
A. ChatCharacter Limit
B. Idle Connection Timeout
C. Chat Window Title
D. Chat Visitor Browser
Question #5
Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?
A. Schedule batch Apex processing job
B. Workflow-driven outbound messaging
C. RESTful services with GET, POST, or PUT
D. Visualforce page APEX SOAP async callout
Solutions:
| Question #1 Correct Answer: B,D | Question #2 Correct Answer: B | Question #3 Correct Answer: B | Question #4 Correct Answer: B,D | Question #5 Correct Answer: B |
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