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 |
|---|---|
| Service Cloud Fundamentals | - Case Management
|
| Knowledge Management | - Salesforce Knowledge
|
| Service Process Automation | - Omni-Channel Routing
|
| Service Analytics and Reporting | - Reports and dashboards
|
| Customer Service Channels | - Call Center Integration
|
Salesforce Service Cloud Administration Sample Questions:
A company has theserequirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have to manually select the next Case towork Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
- A. Route to agents with the most cases closed for that topic.
- B. Route to agents with the most capacity to take on new work.
- C. Route to agents staffing the assigned overflow queues.
- D. Route to agents with the least amount of active assigned work.
Which document should be created to support the initial planning phase of an implementation project?
(Choose 2)
- A. Solutiondesign document
- B. Project milestones
- C. Requirements traceability matrix
- D. Project kickoff presentation
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 Most Available Routing
- B. Configure Omni-Channel with Least Active Routing
- C. Configure Live Agent Skills-based Routing
- D. Configure Case Assignment Rules
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A. All Cases by Customer
- B. All open Cases by Priority
- C. Case resolution time
- D. All open cases by Channel
- E. All Cases closed Month-to-date
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Agent utilization
- B. Number of calls offered
- C. Quality monitoring score
- D. Schedule adherence
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