Salesforce ADX261 Exam Topics
Administer and Maintain Service Cloud
Total Questions: 177What is Included in the Salesforce ADX261 Exam?
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Salesforce ADX261 Exam Overview :
| Exam Name | Administer and Maintain Service Cloud |
| Exam Code | ADX261 |
| Official Information | https://trailhead.salesforce.com/en/academy/classes/adx261-administer-and-maintain-service-cloud |
| See Expected Questions | Salesforce ADX261 Expected Questions in Actual Exam |
| Take Self-Assessment | Use Salesforce ADX261 Practice Test to Assess your preparation - Save Time and Reduce Chances of Failure |
Salesforce ADX261 Exam Topics :
| Section | Weight | Objectives |
|---|---|---|
| Knowlege of the Industry | 12% | Discuss what affects Contact Center metrics and KPIs. Weigh the risks and gains of achieving client goals. Describe standard practices and abilities for a service organization. |
| Strategies Used for Deployment | 14% | Outline steps for a successful consulting project, suggest deployment and training methods, and discuss data migration, quality, governance, and handling large volumes. |
| Design of the Service Cloud Solution | 20% | Review customer needs to find the right solutions for service agents and customer interactions, considering pros and cons. Based on security needs, design a plan to protect customer data. |
| Managing Knowledge | 8% | Describe how Salesforce Knowledge articles are made, used, reviewed, and stored, including KCS and top tips. Based on needs, set up Knowledge for support and self-help. |
| Interaction Channels and Intake | 15% | Suggest suitable intake channels based on business needs. Explain how different channels meet business goals. Review design tips and best practices for setting up channels. |
| Case Management | 18% | Create a case management system from start to end based on specific needs or KPIs. Describe how to use Experience Cloud, chatbots, and Knowledge for redirecting cases. Detail setting up and using entitlements, milestones, and SLAs in Service Cloud. Explain the functions and applications of Service Cloud automation. |
| Using Contact Center Analytics | 8% | Create reports and dashboards in Salesforce to share important information with various users like agents, managers, and executives, based on the scenario. |
| integrations | 5% | Describe how and why to integrate Service Cloud with other systems and external data sources, including third-party tools. |
Updates in the Salesforce ADX261 Exam Topics:
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