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 |
|---|---|
| Topic 1: Service Cloud Fundamentals | - Case Management
|
| Topic 2: Knowledge Management | - Salesforce Knowledge
|
| Topic 3: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 4: Customer Service Channels | - Digital Engagement
|
| Topic 5: Service Process Automation | - Service Level Management
|
Salesforce Service Cloud Administration Sample Questions:
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. Set the article publish date to automatically display the article on the start datE.
- B. Create a workflow rule to update the article status to Published on the article start date.
- C. Create a task related to the article with a reminderset for the article start date.
- D. Send an email reminder to update the article status to Published on the start date.
Correct Answer: A 🗳️
Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Run and view Salesforce reports.
- B. Review existing cases for an account.
- C. Update case data for a customer.
- D. Post report information on Chatter.
Correct Answer: A,B 🗳️
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the sametime to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Lower the target for entire team to that of Agent A
- B. Review case history and activities for Agents B and C
- C. Document and share the practices of Agent A with the team via knowledge articles
- D. Build a dashboard to display individual performance by agent versus the team goal
- E. Update case assignment rules to route more cases to Agent A
Correct Answer: B,C,D 🗳️
Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and case teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use escalation rules for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Correct Answer: A 🗳️
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
- C. Developers can integrate with any telephony platform available with little to no need for customization.
- D. Agents can use telephony on a wide range of browsers andoperating systems while only developing once.
Correct Answer: A,D 🗳️
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