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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Integrations | 10% | - External System Connectivity
|
| Case Management | 13% | - Case Lifecycle Administration
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
Milestones can be added towhich three object types?
Choose 3 Answers
A. Account
B. Service
C. Case
D. Entitlement
E. Work order
Question 2
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. Track social sentiment across social media outlets
B. Configure entitlements and milestones to enforce SLAs
C. Hire more agents for the contact centers
D. Improve the training provided to existing agents
Question 3
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
A. Visualforce and Self-Service Portal
B. Force.com Sites with Knowledge and Web-to-Case
C. Force.com Sites and High-Volume Customer Portal
D. Force.com Sites with Knowledge and Email-to-Case
Question 4
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
A. Information Technology (IT) help desk
B. Telemarketing center
C. Human Resources (HR) help desk
D. Telesales center
Question 5
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A. Recommend articles prior to a Live Agent session
B. Recommend articles during a call for a support agent
C. Suggest articles for an email-to-case question
D. Suggest articles for a web-to-case question
Solutions:
| Question 1 Answer: C,D,E | Question 2 Answer: C,D | Question 3 Answer: C | Question 4 Answer: A | Question 5 Answer: A,D |
