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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Knowledge Management | - Salesforce Knowledge
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Service Cloud Fundamentals | - Service Console and User Interface
|
| Service Process Automation | - Service Level Management
|
| Customer Service Channels | - Call Center Integration
|
Salesforce Service Cloud Administration Sample Questions:
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A. Verify that each article type has field level security on all fields set to read-only prior to import, in order toprevent any loss of data.
- B. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- C. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.
- D. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.
Correct Answer: D 🗳️
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. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- B. Train users to scroll throughthe case page layout to look for product related information or customer- related information based on case type
- C. 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
- D. 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.
Correct Answer: C 🗳️
Which search mechanism should be used to find case comments fromwithin the lightning service console?
- A. Search utility component
- B. Comment search component
- C. Comments list view
- D. Global search
Correct Answer: D 🗳️
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. Build a dashboard to display individual performance by agent versus the team goal
- B. Lower the target for entire team to that of Agent A
- C. Review case history and activities for Agents B and C
- D. Document and share the practices of Agent A with the team via knowledge articles
- E. Update case assignment rules to route more cases to Agent A
Correct Answer: A,C,D 🗳️
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Communityusers are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. Anorganization-wide default of Public Read/Write on the Case object.
- B. A sharing rule to ensure record access is granted based on criteria of the case.
- C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- D. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
Correct Answer: B 🗳️
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