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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Cloud Console | 15% | - Console configuration
|
| Self-Service and Communities | 10% | - Experience Cloud setup
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Knowledge Management | 20% | - Lightning Knowledge setup
|
| Case Management | 25% | - Support processes and record types
|
| Integration and Automation | 5% | - Third-party integrations
|
Salesforce Service Cloud Administration Sample Questions:
1. Customer support agents want theability to view customer related information along with caseinformation on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured tosatisfy this requirement?
A) Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type
B) Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
C) Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
D) Create separate record types and page layouts for product - related and other cases and configure console components to show customer - orproduct related information. Assign record type based on case type
2. Which configuration item must be created when implementing Lightning Knowledge?
A) Record Types
B) File Types
C) Attachment Types
D) Article Types
3. Universal Containers (UC) is currently livewith Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
A) Partial Copy Sandbox
B) Administrator Sandbox
C) Developer Pro Sandbox
D) Full Sandbox
4. A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
A) Salesforce Chat
B) Public groups
C) Mass email
D) Communities
5. UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
A) Use anassignment rule to assign new cases to the product manager
B) Use a workflow rule to send an email to the product manager
C) Use an escalation rule to move cases into the product manager queue
D) Use Chatter case feed and case teams to monitor cases
Solutions:
| Question # 1 Answer: D | Question # 2 Answer: A | Question # 3 Answer: A,C,D | Question # 4 Answer: A,D | Question # 5 Answer: B |
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