Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 2: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Topic 3: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 4: Integrations | 10% | - External System Connectivity
|
| Topic 5: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 6: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 7: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 8: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 9: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. Web-to-Case
- B. Email-to-Case
- C. On-Demand Email-to-Case
- D. Salesforce for Outlook
Correct Answer: B 🗳️
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problemsaccount for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
- A. Use Lightning Connect to connect and access data in real-time from the billing system.
- B. Import payment data into Salesforce and add to the contact page layout as a related list.
- C. Create a Visualforce page that retrieves payment information via a Web Service call-out.
- D. Create a custom tab of type URL that displays a search page from the billing system.
Correct Answer: C,D 🗳️
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in deploying a chat solution.
What should be the firststep in configuration and customization?
- A. Enable Live Agent for the organization
- B. Create user profiles or permission sets
- C. Create an iframe to display the chat window
- D. Enable Chatter Messenger for the organization
Correct Answer: A 🗳️
Milestones can be added towhich three object types?
Choose 3 Answers
- A. Work order
- B. Account
- C. Service
- D. Entitlement
- E. Case
Correct Answer: A,D,E 🗳️
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
- A. Service contracts
- B. Milestones
- C. Assets
- D. Cases
Correct Answer: A 🗳️
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