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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 2: Integrations | 10% | - External System Connectivity
|
| Topic 3: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 4: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 5: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 6: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 7: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Topic 8: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Topic 9: Intake and Interaction Channels | 10% | - Customer Support Channels
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
- A. On-Demand Email-to-Case
- B. Email-to-Case
- C. Salesforce for Outlook
- D. Web-to-Case
Correct Answer: B 🗳️
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Only one version of a flow can be activated at a time.
- B. Elements can be used to update fields in the database.
- C. Apex code must be used to update fields inthe database.
- D. Elements can beused to pass data to legacy systems.
- E. Apex code must be used to pass data to legacy systems.
Correct Answer: A,C,D 🗳️
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospectsthat have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of closed cases
- B. Number of attempts to contact
- C. Number of outbound calls per day
- D. Number of lead referrals
Correct Answer: B,C 🗳️
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a SystemAdministrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
- A. Log aData Recovery case with Salesforce Support.
- B. Manually update the corrupt data to correct it.
- C. Use Data Loader to delete the corrupt data.
- D. Restore the data using the available backup.
Correct Answer: A 🗳️
Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution shoulda consultant recommend to meet these requirements?
- A. Emall-to-Case
- B. On-Demand Email-to-Case
- C. Customer Chatter groups
- D. Web-to-Case
Correct Answer: A 🗳️
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