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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Console | 15% | - Integration and extensions
|
| Topic 2: Integration and Automation | 5% | - Flow for Service
|
| Topic 3: Knowledge Management | 20% | - Knowledge usage and integration
|
| Topic 4: Omni-Channel Routing | 15% | - Workload management
|
| Topic 5: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 6: Case Management | 25% | - Support processes and record types
|
| Topic 7: Self-Service and Communities | 10% | - Experience Cloud setup
|
Salesforce Service Cloud Administration Sample Questions:
1. A Service Rep transfers a Live Agent Chat to another Rep.
Which two things willhappened?
A) The Customer doesn't know they were transferred
B) Both Service Reps can chat with the customer
C) The chat transcripts and case are transferred
D) The Customer is shown the new Rep's name
2. Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.
A) Leverage Live Agent for web-based chat.
B) Enable service contracts and entitlements.
C) Implement Salesforce Console for Service to support agents.
D) Implement Salesforce Knowledge on a portal.
3. 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) Agile
B) Lightning Platform
C) Kanban
D) Waterfall
4. Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
A) Assign users to a Permission Set granting the Service User license.
B) Assign users the Service User license on their User record.
C) Assign users to a Permission Set with access to the service console app.
D) Assign users to a Public Group with access to the service console app.
5. You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?
A) Returns a link that returns a post with the same reference
B) Deletes posts
C) Tag another chatter user
Solutions:
| Question # 1 Answer: C,D | Question # 2 Answer: A,D | Question # 3 Answer: A | Question # 4 Answer: B,C | Question # 5 Answer: A |
