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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Service Cloud Console | 15% | - Integration and extensions
|
| Topic 2: Case Management | 25% | - Support processes and record types
|
| Topic 3: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 4: Integration and Automation | 5% | - Flow for Service
|
| Topic 5: Knowledge Management | 20% | - Knowledge usage and integration
|
| Topic 6: Self-Service and Communities | 10% | - Self-service features
|
| Topic 7: Omni-Channel Routing | 15% | - Setup and configuration
|
Salesforce Service Cloud Administration Sample Questions:
1. 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 the Service User license on their User record.
B) Assign users to a Permission Set granting the Service User license.
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.
2. What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
A) Periodic maintenance windows
B) System software restore after an outage
C) Highly available telecom solution
D) Server hardware infrastructure rebuilds
3. UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
A) Visual Workflow, data loader, and Force.com IDE
B) Force.com migration tool, Force.com IDE, and change sets
C) Data loader, change sets, and Force.com Excel Connector
D) Mass Transfer Records, change sets, and Force.com migration tool
4. UniversalContainers initiates cases based on electronictransmissions from power units. The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needsto contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on arelated custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
A) Visibility and access to thework order records
B) Case closure rules on the original case
C) Total number of account and contact records in the database
D) Account team relationship to the primary contact
E) Work order and customer contact escalation requirements
5. UC is in the process of implementing ServiceCloud. In which order should the data be migrated?
A) Accounts cases, users, contacts
B) Users, accounts, contacts, cases
C) Accounts, contacts,cases, users
D) Users, contacts, accounts, cases
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: A,C | Question # 3 Answer: B | Question # 4 Answer: A,B,E | Question # 5 Answer: B |
