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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Process Automation | - Omni-Channel Routing
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Customer Service Channels | - Digital Engagement
|
| Knowledge Management | - Salesforce Knowledge
|
| Service Cloud Fundamentals | - Service Console and User Interface
|
Salesforce Service Cloud Administration Sample Questions:
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)
- A. Create the custom fields for the slide type
- B. Create thedata categories and set up the data category values.
- C. Set up the article actions and assign publishers to each action
- D. Set up a zip file that contains the CSV, HTML, and image files.
- E. Set the publicationstatus of the article tame to draft status
Correct Answer: B,C,D 🗳️
Universal Containersrequires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?
- A. Workflow rules
- B. Auto-response rules
- C. Validation rules
- D. Assignment rules
Correct Answer: A 🗳️
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?
- A. Use case teams to close
- B. Use entitlements to define a process and milestones
- C. Use escalation rules
Correct Answer: B 🗳️
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requestedfrequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Kanban
- B. Lightning Platform
- C. Agile
- D. Waterfall
Correct Answer: C 🗳️
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Interactive Voice Response
- B. Automatic Call Distribution
- C. Computer Telephony Integration
- D. Order Management System
Correct Answer: A 🗳️
