Exam Name: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Cloud Fundamentals | - Service Console and User Interface
|
| Topic 2: Knowledge Management | - Salesforce Knowledge
|
| Topic 3: Customer Service Channels | - Call Center Integration
|
| Topic 4: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 5: Service Process Automation | - Service Level Management
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers
- A. Email Relay
- B. Assignment Rule
- C. Email Template
- D. Workfl
- E. Email Alert
Correct Answer: C,D,E 🗳️
UC is in the process of implementing ServiceCloud. In which order should the data be migrated?
- A. Users, accounts, contacts, cases
- B. Accounts cases, users, contacts
- C. Users, contacts, accounts, cases
- D. Accounts, contacts,cases, users
Correct Answer: A 🗳️
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?
- A. Service Console Macros
- B. Path for Cases
- C. Lightning Flow Component
- D. Lightning Guided Engagement
Correct Answer: D 🗳️
UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
- A. Lightning Process Builder
- B. Interaction Log
- C. Path for Cases
- D. Lightning Row for Service
Correct Answer: B,D 🗳️
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Suggested Article widget to the Case page layout.
- B. Add the Knowledge Component to the Service Console.
- C. Add theKnowledge tab to the Console app.
- D. Create email templates with Knowledge Articles attached.
Correct Answer: B 🗳️
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