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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Cloud Fundamentals | - Service Console and User Interface
|
| Customer Service Channels | - Call Center Integration
|
| Service Process Automation | - Omni-Channel Routing
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times andlengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers
- A. Add the Entitlements related list to the Account Page Layout.
- B. Configure AssignmentRules based on Case Priority.
- C. Create a Report of all active Entitlements grouped by Customers.
- D. Configure Success, Warning, and Violation Actions for Milestones.
Correct Answer: A,B 🗳️
A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?
- A. Send an email reminder to update the article status to Published on the start date.
- B. Create a task related to the article with a reminderset for the article start date.
- C. Create a workflow rule to update the article status to Published on the article start date.
- D. Set the article publish date to automatically display the article on the start datE.
Correct Answer: D 🗳️
Service Representatives arecomplaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?
- A. Create multiple Console layouts
- B. Enable Keyboard shortcuts
- C. Define criteria-based record page components
- D. Configure Macros
Correct Answer: B 🗳️
Auto Response rules work on which objects?
- A. Accounts and Cases
- B. Leads and accounts
- C. Leads and Cases
- D. Accounts and Opportunity
Correct Answer: C 🗳️
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Visualforce and Self-Service Portal
- B. Force.com Sites and High-Volume Customer Portal
- C. Force.com Sites with Knowledge and Email-to-Case
- D. Force.com Sites with Knowledge and Web-to-Case
Correct Answer: B 🗳️
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