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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Knowledge Management | 20% | - Lightning Knowledge setup
|
| Self-Service and Communities | 10% | - Self-service features
|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Case Management | 25% | - Service level management
|
| Integration and Automation | 5% | - Third-party integrations
|
| Service Cloud Console | 15% | - Console configuration
|
| Omni-Channel Routing | 15% | - Workload management
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
A. Customize the lightning console that page.
B. Configure lightning guidedengagement.
C. Configure a chat validation rule.
D. Customize the pre-chat form.
Question #2
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.
Question #3
Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
A. Configure the SOS snap-in for the Lightning Service Console.
B. Configure Omni-Channel Supervisor tab and 3rd party access.
C. Configure Live Agent Supervisor tab and Whisper Messages.
D. Add the Live Agent Component to the Utility bar.
Question #4
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
A. Select best answers for questions.
B. Knowledgearticles can be created fromAnswers
C. Escalate a question to a case
D. External users can subscribe to Answers
E. Answers can be exposed to partner portal users
Question #5
UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
A. Use anassignment rule to assign new cases to the product manager
B. Use Chatter case feed and case teams to monitor cases
C. Use an escalation rule to move cases into the product manager queue
D. Use a workflow rule to send an email to the product manager
Solutions:
| Question #1 Correct Answer: D | Question #2 Correct Answer: B | Question #3 Correct Answer: C | Question #4 Correct Answer: A,B,C | Question #5 Correct Answer: D |
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