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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management | - Salesforce Knowledge
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Customer Service Channels | - Call Center Integration
|
| Service Cloud Fundamentals | - Service Console and User Interface
|
| Service Process Automation | - Service Level Management
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a keyconsideration when configuring a customer portal?
A. Users are not associated with a role in the hierarchy
B. Users can download and view content
C. Users cannot own records
D. Users can be part of a case team
Question 2
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
A. Use assignment rules toassign the case to a case queue
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use workflow rules to send an email to the customer
Question 3
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which twodeploysolutions should a consultant to ensure skills-based routing is operational in Production?
A. Data Loader
B. Change Sets
C. Data Import Wizard
D. Mass Transfer Records
Question 4
Universal Containers' support management team hasnoticed an increase in wait times over the last several months when customers call in for support. Which tworecommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
A. Create reports to analyze call data in orderto understand peak times and ensure adequate staffing.
B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
C. Set up a Salesforce Customer Community that will allow customers to create cases online.
D. Set up analytical snapshots to capture key case information and create historical trending reports.
Question 5
What statement is true about the Salesforce Knowledge article lifecycle?
A. Article permission sets allow agents to participate in the article publishing process
B. Knowledge uses public groups as a way toassign users to specific tasks related to articles
C. Approval process CANNOT allow publishingof articles that have specificvalidation statuses
D. Articles CANNOT be published until they are reviewed and validated by a qualified author
Solutions:
| Question 1 Answer: A | Question 2 Answer: D | Question 3 Answer: B,D | Question 4 Answer: A,C | Question 5 Answer: A |
