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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Integration and Automation | 5% | - Third-party integrations
|
| Case Management | 25% | - Support processes and record types
|
| Omni-Channel Routing | 15% | - Workload management
|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
| Service Cloud Console | 15% | - Console configuration
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Process Builder Assignment
- B. Omni Channel
- C. Case Assignment Rules
- D. Live Agent
Correct Answer: B 🗳️
Open CTI allows AdvancedAdministrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On the left sidebar of Salesforce Classic
- C. Onthe footer of the Lightning Console
- D. On a new tab in the agent's browser
Correct Answer: B,C 🗳️
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?
- A. Push Notifications
- B. Omni-channel Supervisor
- C. Case Feed
- D. Next Best Actions
Correct Answer: B 🗳️
Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?
- A. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- B. Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type
- C. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type
- D. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
Correct Answer: C 🗳️
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a sharing rule with access to the service console app
- B. Assign users a permission with access to the service console app
- C. Assign user topublic group with access to the service console app
- D. Assign users a profile with access to the service console app
Correct Answer: B,D 🗳️
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