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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Case Management | 25% | - Service level management
|
| Topic 2: Self-Service and Communities | 10% | - Self-service features
|
| Topic 3: Analytics and Reporting | 10% | - Service-specific reports
|
| Topic 4: Omni-Channel Routing | 15% | - Workload management
|
| Topic 5: Knowledge Management | 20% | - Knowledge usage and integration
|
| Topic 6: Service Cloud Console | 15% | - Integration and extensions
|
| Topic 7: Integration and Automation | 5% | - Flow for Service
|
Salesforce Service Cloud Administration Sample Questions:
Question 1
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
A. Number of knowledge articles in each data category.
B. Knowledge articles with the lowest rating.
C. Knowledge articles created by call center agents.
D. Knowledge search query with no results.
Question 2
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of- date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
A. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
B. Provide the Service Manager with edit permissions to the standardKnowledge Article reports.
C. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
Question 3
If youdelete a case, which two also get deleted? (Choose two answers)
A. Solution
B. Attachments
C. Event
D. Account
Question 4
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?
A. Lightning Guided Engagement
B. Path for Cases
C. Lightning Flow Component
D. Service Console Macros
Question 5
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. Average call handle time by team
C. Number of cases closed by a self-service user
D. Number of cases created using portal
Solutions:
| Question 1 Answer: B,D | Question 2 Answer: C | Question 3 Answer: B,C | Question 4 Answer: A | Question 5 Answer: C,D |
