Salesforce ADX261 Exam Topics
Salesforce ADX261 Exam Overview :
| Exam Name: | Administer and Maintain Service Cloud |
| Exam Code: | ADX261 |
| Certifications: | Salesforce Service Cloud Consultant Certification |
| See Expected Questions: | Salesforce ADX261 Expected Questions in Actual Exam |
Salesforce ADX261 Exam Objectives :
| Section | Weight | Objectives |
|---|---|---|
| Industry Knowledge | 12% | This section discusses what affects Contact Center metrics and KPIs. Weigh the risks and gains of achieving client goals. Describe the standard practices and abilities of a service organization. |
| Implementation Strategies | 14% | This section is about a given a scenario where users have to determine how to participate in a successful consulting engagement |
| Service Cloud Solution Design | 20% | This section is about reviewing customers' needs by focusing on design considering capabilities, limitations. |
| Knowledge Management | 8% | This section is about describing the Salesforce Knowledge article lifecycle and how users can utilize the best practices using Knowledge-Centered Support (KCS). |
| Intake and Interaction Channels | 15% | This section is about giving a business scenario and process requirements. Users have to recommend the best strategy for intake channels and discuss their designs. |
| Case Management | 18% | This section deals with a given set of requirements or KPIs. Users need to formulate a case mangement solution from the scratch and conclude it. |
| Contact Center Analytics | 8% | This section is about the knowledge of creating reports and dashboards in Salesforce to share vital information with various users like agents, managers, and executives, based on the scenario. |
| Integrations | 5% | This section is about describing how and why to integrate Service Cloud with other systems and external data sources, including third-party tools. |
| Official Information | https://trailhead.salesforce.com/en/academy/classes/adx261-administer-and-maintain-service-cloud |
Updates in the Salesforce ADX261 Exam Topics:
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