Service Cloud Administration Practice Test

ADM-261 Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

Exam Details for ADM-261 Service Cloud Administration:

Number of Questions: The exam consists of approximately 60 multiple-choice and multiple-select questions.

Time Limit: The total time allocated for the exam is 105 minutes (1 hour and 45 minutes).

Passing Score: To pass the exam, you must achieve a minimum score of 65%.

Exam Format: The exam is conducted online and is proctored. You will be required to answer the questions within the allocated time frame.

Course Outline:

1. Service Cloud Overview:
- Introduction to Service Cloud and its features
- Differentiate between standard and custom objects in Service Cloud

2. Service Cloud Console:
- Understand the Service Console and its capabilities
- Configure console components and settings
- Customize the console layout and design

3. Service Cloud Data Model:
- Understand the data model for cases, accounts, contacts, and assets
- Configure and manage case assignment rules
- Set up and use case escalation rules

4. Service Cloud Automation:
- Create and manage workflows and process builder in Service Cloud
- Use escalation rules and auto-response rules to automate case management
- Implement entitlement processes for service level agreements (SLAs)

5. Service Cloud Security and Access:
- Configure profiles and permission sets for Service Cloud users
- Define data sharing rules and roles
- Implement field-level security and record-level security

6. Service Cloud Analytics and Reporting:
- Create and customize reports and dashboards for service metrics
- Understand and utilize Service Cloud Einstein Analytics features
- Monitor and track agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies:
- Understand best practices for Service Cloud implementation
- Plan and execute a successful Service Cloud deployment
- Manage change and adoption within the organization

Exam Objectives:

1. Understand the core features and components of Service Cloud.
2. Configure and customize the Service Console to meet specific business requirements.
3. Manage and automate case management processes using workflows, process builder, and rules.
4. Implement security measures and control access to Service Cloud data.
5. Generate reports and dashboards to monitor service metrics and agent performance.
6. Develop and execute a Service Cloud implementation strategy based on best practices.

Exam Syllabus:

The exam syllabus covers the following topics:

1. Service Cloud Overview
- Standard and custom objects
- Service Cloud features and benefits

2. Service Cloud Console
- Console components and settings
- Console layout and design customization

3. Service Cloud Data Model
- Cases, accounts, contacts, and assets
- Case assignment and escalation rules

4. Service Cloud Automation
- Workflows and process builder
- Escalation rules and auto-response rules
- Entitlement processes

5. Service Cloud Security and Access
- Profiles and permission sets
- Data sharing rules and roles
- Field-level security and record-level security

6. Service Cloud Analytics and Reporting
- Reports and dashboards customization
- Service Cloud Einstein Analytics
- Agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies
- Best practices for implementation
- Deployment planning and execution
- Change management and adoption strategies

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ADM-261
Service Cloud Administration
https://killexams.com/pass4sure/exam-detail/ADM-261
Question: 91
UC wants to implement a Knowledge management process with the following requirements: It must contain four
different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It
must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products.
Any product-related content created by contact center agents must be approved by the contact center manager and the
Knowledge manager before being published. Product content should only be visible internally to contact center agents
who handle the product.
How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
A . Configure workflow rules for each data category
B . Configure article types for each kind of content
C . Define approval processes for eacharticle type
D . Define approval processes for each product
E . Configure data category values for each product
Answer: A,B,E
Question: 92
Universal Containers purchased Knowledge and would like to implement it as soon as possible.
What approach should a consultant recommend?
A . Activate Knowledge One within the Salesforce Console for Service.
B . Create a Knowledge Visualforce component on the case detail page.
C . Activate Knowledge One on the case detail page.
D . Create a Knowledge Visualforce component within the Salesforce Console for Service.
Answer: A
Question: 93
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a
Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2
answers
A . A knowledge article life cycle that is implemented correctly the first time and does not need to change
B . Reduced first contact resolution
C . A knowledge article life cycle that evolves based on usage and demand
D . Reduced issue resolution time
Answer: B,D
Question: 94
Universal Containers agents need to be more productive when cases. Agent want to send email to customers prior to
violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agents requirements?
Choose 2 answers
A . Add multiple ELSE IF blocks after the IF block
B . Add conditional logic to the instructions
C . Create a formula to build the macro logic around
D . Add a formula block to the macro
Answer: C,D
Question: 95
Which two configuration steps are required before quick actions can be used in Macros?
A . Global Actions needs on the publisher layout.
B . Quick Actions must be enabled in the org.
C . The specific quick action must be added to the case Feed.
D . The specific quick action must be added to the case record Type.
Answer: B,C
Question: 96
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively
respond?
A . Customize the lightning console that page.
B . Configure a chat validation rule.
C . Customize the pre-chat form.
D . Configure lightning guided engagement.
Answer: C
Question: 97
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster
Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and
making sure agents can work from the production copy until production is restored. The results of the exercise are
provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise?
A . Allow the exercise to be done in a Production instance
B . Use a Full copy sandbox for the DR exercise
C . Use a Partial sandbox for the DR exercise
D . Use a Developer Pro sandbox for the DR exercise
Answer: B
Question: 98
A clients Support Call Center has seen an increase in call volume on a new product line. The agents are having
problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
A . Create Knowledge Articles and publish internally and publicly.
B . Configure IVR routing to bypass Tier 1 for the product line.
C . Configure Omni-channel to assign cases directly to Tier 2.
D . Create a dashboard to track and manage call volumes by type.
Answer: A
Question: 99
Field engineers often need to access current inventory levels of products the customer has purchased while at customer
sites.
Which solution should a Consultant recommend to meet this requirement?
A . Implement Field Service Lightning.
B . Integrate with an enterprise resource planning system.
C . Develop and publish a knowledge management system
D . Configure Visual Flows on Salesforce mobile.
Answer: B
Question: 100
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality
of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
A . Contact Salesforce to send a report on article efficacy.
B . Send out a monthly survey to customers requesting feedback.
C . Install Knowledge Base Dashboards and Reports AppExchange package.
D . Create a group of super users that will evaluate and manage articles.
Answer: C
/( 48(67,216

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