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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 2: Service Process Automation | - Service Level Management
|
| Topic 3: Knowledge Management | - Salesforce Knowledge
|
| Topic 4: Customer Service Channels | - Digital Engagement
|
| Topic 5: Service Cloud Fundamentals | - Case Management
|
Salesforce Service Cloud Administration Sample Questions:
1. Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
A) Custom Visual force page
B) Customrelated list
C) Customer view ofcase tab
D) Custom report
2. Thelifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?
A) Create, consume, feedback, approve, publish
B) Create, publish, feedback, approve,consume
C) Create, feedback, publish,approve, consume
D) Create, approve, publish, consume, feedback
3. The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
A) Interactive Voice Response
B) Automatic Call Distributor
C) Time and Attendance
D) Private Branch Exchange
4. Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
A) Create separate data category groups for each division and assign the category to a division profile.
B) Create a single data category group for each division and provide access using the role hierarchy.
C) Create a sharing rule for each division to provide access using the role hierarchy.
D) Create a sharing rule for each division to provideaccess based on criteria of the article.
5. The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A) Create a case assignment ruleto ensure cases are owned by a user when closed.
B) Use a data tool to update the owner field on closed cases.
C) Create a Process Builder and Flow to change the owner on closed cases.
D) Create a case validation rule to ensure cases are owned by a user when closed.
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: B | Question # 5 Answer: A,B |
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