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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Fundamentals | - Case Management
|
| Topic 2: Service Process Automation | - Service Level Management
|
| Topic 3: Customer Service Channels | - Call Center Integration
|
| Topic 4: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 5: Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
Which three features should a Consultant recommend to allow a customer to resolve issuesthroughself- service? Choose 3 answers
A. Knowledge Base
B. Customer Community
C. Web -to -Case
D. Live Agent
E. Chatter Answers
Question 2
What is a benefit of a quality monitoring system? Choose 2 answers
A. Teach new agents how to handle difficult situations
B. Capture inappropriate word usage and generate reports
C. Lower the average speed of answer (ASA)
D. Enforce a consistent standard of service for customer interaction
Question 3
UniversalContainers has a service level agreement (SLA) with customers thatrequires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
A. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
B. Use case auto-response rules to send an email to support managers within one hour of case creation.
C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
Question 4
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
A. Number of articles attached to a case
B. Number of solutions created by agent
C. Numberof cases escalated by agent
D. Number of articles created by agent
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. Visualforce page APEX SOAP async callout
C. RESTful services with GET, POST, or PUT
D. Workflow-driven outbound messaging
Solutions:
| Question 1 Answer: A,B,E | Question 2 Answer: B,D | Question 3 Answer: D | Question 4 Answer: A,D | Question 5 Answer: D |
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