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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 20% | - Knowledge usage and integration
|
| Topic 2: Service Cloud Console | 15% | - Integration and extensions
|
| Topic 3: Omni-Channel Routing | 15% | - Setup and configuration
|
| Topic 4: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 5: Integration and Automation | 5% | - Third-party integrations
|
| Topic 6: Analytics and Reporting | 10% | - Dashboards and KPIs
|
| Topic 7: Case Management | 25% | - Service level management
|
Salesforce Service Cloud Administration Sample Questions:
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Average queue time per agent
- B. Cost per call
- C. Opportunities per channel
- D. Number of leads created
- E. Number of sales queues
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers
- A. Create an Entitlement Process.
- B. Set up Milestones.
- C. Configure Service Contracts.
- D. Enable Work Orders.
Universal Containerswants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should aConsultant accomplish this?
- A. Lightning Email with web routing prioritization
- B. Omni-Channel with prioritized queues
- C. Standard Email-to-Case with assignment rules
- D. Standard Web-to-Case with assignment rules
UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Email-to-Case
- B. Web-to-Case
- C. Customer Chatter groups
- D. On-Demand Email-to-Case
The VP of Service at Universal Containers is looking forways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. First Call Resolution
- B. Time to Answer
- C. Average Handle Time
- D. Service-Level Agreements
