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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Integrations | 10% | - External System Connectivity
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
Salesforce Service Cloud Administration Sample Questions:
The Universal Containerscontact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management.
What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of IVR inquiries without agent involvement
- B. Number of cases closed by a self-service user
- C. Number of cases created using portal
- D. Average call handle time by team
Correct Answer: B,C 🗳️
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
- A. Chatter Groups
- B. Public Groups
- C. Escalation Rules
- D. Mass Email
Correct Answer: A 🗳️
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)
- A. Number of articles attached to a case
- B. Number of solutions created by agent
- C. Number of articles created by agent
- D. Numberof cases escalated by agent
Correct Answer: A,C 🗳️
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases created sorted by order
- B. Number of cases by type by owner
- C. Number of solutions created per agent
- D. Number of cases in each status
Correct Answer: A,B 🗳️
What is a benefit of acustomer community? Choose 2 answers.
- A. Enables customers to log inquires without contacting an agent
- B. Reducesincoming call volume
- C. Eliminates the need to track service level agreements
- D. Eliminates the need for support agents
Correct Answer: A,B 🗳️
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