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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Case Management | 25% | - Service level management
|
| Self-Service and Communities | 10% | - Self-service features
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
| Service Cloud Console | 15% | - Console configuration
|
| Integration and Automation | 5% | - Third-party integrations
|
| Analytics and Reporting | 10% | - Dashboards and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
1. Which metric influences customer satisfaction? Choose 2 answers
A) After call work
B) Call quality
C) Cost per call
D) First call resolution
2. 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) Workflow-driven outbound messaging
B) Schedule batch Apex processing job
C) Visualforce page APEX SOAP async callout
D) RESTful services with GET, POST, or PUT
3. Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
A) Assign users to Omni channel permissions.
B) Enable Omni channel in setup.
C) Contact salesforce to have Omni channel enabled.
D) Assign users to the Omni channel feature license.
4. Milestones can be added to which three Object types? Choose 3 answers
A) Entitlement
B) Work Order
C) Case
D) Service
E) Account
5. Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?
A) Omni-channel Queue-based routing
B) Case Skills-based Assignment Rules
C) ChatQueue-based routing
D) Omni-channel Skills-based routing
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A | Question # 3 Answer: B | Question # 4 Answer: A,B,C | Question # 5 Answer: A |
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