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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Integrations | 10% | - External System Connectivity
|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
Salesforce Service Cloud Administration Sample Questions:
Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A. Send out a monthly survey to customers requesting feedback.
- B. Create a group of super users that will evaluate and manage articles.
- C. Contact Salesforce to send a report on article efficacy.
- D. Install Knowledge Base Dashboards and Reports AppExchange package.
Correct Answer: D 🗳️
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers
- A. Number of knowledge articles in each data category.
- B. Knowledge search query with no results.
- C. Knowledge articles created by call center agents.
- D. Knowledge articles with the lowest rating.
Correct Answer: B,D 🗳️
All of the following objects may have a queue EXCEPT:
- A. Custom Objects
- B. Leads
- C. Cases
- D. Accounts
Correct Answer: D 🗳️
Which configuration item must be created when implementing Lightning Knowledge?
- A. Record Types
- B. Attachment Types
- C. Article Types
- D. File Types
Correct Answer: A 🗳️
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback buttonon the Solutions tab.
- B. Allow agents to create Knowledge articles when closing a case.
- C. Require agents to create Knowledge articles when opening a case.
- D. Add the Submit Feedback button to articles.
Correct Answer: B 🗳️
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