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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Service Cloud Fundamentals | - Service Console and User Interface
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Service Process Automation | - Service Level Management
|
| Customer Service Channels | - Call Center Integration
|
| Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assign users the Service User license on their User record.
- B. Assign users to a Permission Set granting the Service User license.
- C. Assign users to a Permission Set with access to the service console app.
- D. Assign users to a Public Group with access to the service console app.
Correct Answer: A,C 🗳️
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers
- A. Number of cases escalated
- B. Number of closedcases on first call
- C. Number of new customers added
- D. Average number of days to close cases
- E. Number of open cases per day
Correct Answer: A,D,E 🗳️
The Universal Containers Contact Center hasCustomer Support Agents who speakSpanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?
- A. Omni -Channel
- B. Visual Workflow
- C. Case Auto -Response Rules
- D. Case Assignment Rules
Correct Answer: A 🗳️
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement?(Choose 2)
- A. Hide the Article Management tab for users who should have read-only access to articles.
- B. Set the organization-wide default to private and create sharing rules for the FAQ article type
- C. Enable the Manage Articles permission for the publisher profile and assign it to users
- D. Create a publisher profile that includes create access on the FAQ article type.
Correct Answer: C,D 🗳️
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers
- A. Service Cloud SOS
- B. Field Service Lightning
- C. Chatter Groups
- D. Salesforce Knowledgebase
Correct Answer: A,B 🗳️
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