Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Analytics and Reporting | - Reports and dashboards
|
| Customer Service Channels | - Call Center Integration
|
| Service Process Automation | - Omni-Channel Routing
|
| Service Cloud Fundamentals | - Service Console and User Interface
|
| Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers is training a new set of Service Reps. Part of the training includes handling LiveAgent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Add the Live Agent Component to the Utility bar.
- B. Configure the SOS snap-in for the Lightning Service Console.
- C. Configure Live Agent Supervisor tab and Whisper Messages.
- D. Configure Omni-Channel Supervisor tab and 3rd party access.
Correct Answer: C 🗳️
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time.Which two recommended techniques should be utilized? Choose 2 answers
- A. Optimize queries to reduce thescope of Cases included with each search.
- B. Write an Apex trigger that deletes one case eachtime a new case is created.
- C. Ask contact center managers to review data each quarter to possibly delete.
- D. Create a data retention plan that archives or purges Cases at regular intervals.
Correct Answer: A,D 🗳️
Which task should beincluded in a business continuity plan for a contact center? Choose 3 answers.
- A. Update thecase status field values.
- B. Monitor service level agreements (SLAs) and notify customers.
- C. Disable the Interactive Voice Response (IVR) system.
- D. Route cases to agents in an alternate center.
- E. Deliver training on case handling for contingent staff.
Correct Answer: B,D,E 🗳️
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
- A. Enable the Knowledge sidebar related list on the case page layout.
- B. Enable the Knowledge sidebar setting in the case support settings.
- C. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
- D. Create a Visualforce page called Knowledge sidebar on the case page layout.
Correct Answer: D 🗳️
Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?
- A. Standard email to case
- B. Omni channel routing
- C. Web tocase forms
- D. On-Demand Email-to-case
Correct Answer: D 🗳️
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