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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 2: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 3: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 4: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Topic 5: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 6: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 7: Integrations | 10% | - External System Connectivity
|
| Topic 8: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 9: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
1. Universal Containers implementedSalesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
A) Report displays # of articlesassociated to data categories during past 2 months
B) Report that displays # of cases with articles attached during the past 2 months
C) Report that displays # of newarticles created during the past 2 months
D) Create a report that display the # of articles searched during the past 2 months
2. Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
A) Percent of cases closed meeting the defined SLA
B) Percent of cases closed with an attached article
C) Percent of cases closed on first contact
D) Percent of cases closed with chatter posts
3. UC has a three-tiered contactcenter.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
A) Create a case report to show all casesacross tiers filtered by an escalation flag.
B) Create a custom trigger to generate history when cases get escalated between tiers.
C) Create a case report to show the number of cases for each tier and sort them by case owner.
D) Create an approval process to ensure only the appropriate cases get escalated.
4. What solution should a consultant recommend while designing a plan to decrease a company's cost per call?
(Choose 2)
A) Use suggested Knowledgearticles
B) Increase the Call-to-Order ratio
C) Use integrated voiceresponse
D) Bypass entitlement verification
5. Which three are characteristics of Visual Workflow? Choose 3 answers
A) Elements can beused to pass data to legacy systems.
B) Apex code must be used to update fields inthe database.
C) Only one version of a flow can be activated at a time.
D) Apex code must be used to pass data to legacy systems.
E) Elements can be used to update fields in the database.
Solutions:
| Question # 1 Answer: B,D | Question # 2 Answer: A | Question # 3 Answer: A | Question # 4 Answer: A,C | Question # 5 Answer: A,B,C |
