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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management | - Salesforce Knowledge
|
| Customer Service Channels | - Call Center Integration
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Service Process Automation | - Service Level Management
|
| Service Cloud Fundamentals | - Case Management
|
Salesforce Service Cloud Administration Sample Questions:
Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.
- A. Disable the Interactive Voice Response (IVR) system.
- B. Update thecase status field values.
- C. Route cases to agents in an alternate center.
- D. Deliver training on case handling for contingent staff.
- E. Monitor service level agreements (SLAs) and notify customers.
Correct Answer: C,D,E 🗳️
Universal Containers had tech support and general customer teams that use unique service console applications.
Which two configuration should a consultant use when deploying the console?
- A. Assign users a sharing rule with access to the service console app
- B. Assign user topublic group with access to the service console app
- C. Assign users a profile with access to the service console app
- D. Assign users a permission with access to the service console app
Correct Answer: C,D 🗳️
A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?
- A. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Correct Answer: A 🗳️
The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Knowledge base
- B. Service cloud console
- C. Customer community
- D. Automatic call distribution
Correct Answer: A,C 🗳️
Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. web-to-Case
- C. Email-to-Case
- D. An AppExchange package
Correct Answer: A 🗳️
