Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Service Cloud Console | 15% | - Integration and extensions
|
| Knowledge Management | 20% | - Knowledge usage and integration
|
| Integration and Automation | 5% | - Flow for Service
|
| Analytics and Reporting | 10% | - Service-specific reports
|
| Omni-Channel Routing | 15% | - Setup and configuration
|
| Case Management | 25% | - Service level management
|
| Self-Service and Communities | 10% | - Self-service features
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
- A. Assign a global team of experienced agents and leaders to create a common design template and report structure.
- B. Assign teams in each major contact center to design a solution unique toits needs and have an analyst build a combined report.
- C. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
- D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Correct Answer: A 🗳️
Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A. Configure Omni-Channel with Least Active Routing
- B. Configure Omni-Channel with Most Available Routing
- C. Configure Case Assignment Rules
- D. Configure Live Agent Skills-based Routing
Correct Answer: B 🗳️
Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
Which feature should aConsultant use to meet this requirement?
- A. Time-based Workflow Rules
- B. Scheduled Reports
- C. Milestone Actions
- D. Process Builder Scheduled Actions
Correct Answer: B 🗳️
Universal Containers has millions of customers in Salesforce, but only a very smallpercentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Have agents manually create Users when Community access is requested by Customers.
- B. Send email notifications to all Customers to join the Community.
- C. Identify active Customersand send them registration instructions via email.
- D. Have agents provide Customers with Community registration instructions when working a case.
Correct Answer: C,D 🗳️
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Monitoring the case escalationrule queue toconfirm service levels are met
- B. Displaying whether a case response complies with a customer's service level agreement
- C. Identifying the customer contact associated with a particular stage of a service contract
- D. Representing metrics such as first-response and resolution time on cases
Correct Answer: B,D 🗳️
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