Salesforce ADM-261 : Service Cloud Administration Exam Dumps

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Exam Number : ADM-261
Exam Name : Service Cloud Administration
Vendor Name : Salesforce
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ADM-261 Exam Format | ADM-261 Course Contents | ADM-261 Course Outline | ADM-261 Exam Syllabus | ADM-261 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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Salesforce Cloud Actual Questions

Salesforce (CRM) Receives a Rating Update from a Top Analyst

In a report released yesterday, Alex Zukin from Wolfe Research maintained a Hold rating on Salesforce (CRM – Research Report). The company’s shares closed yesterday at $213.69.

Zukin covers the Technology sector, focusing on stocks such as Adobe, Microsoft, and Oracle. According to TipRanks, Zukin has an average return of 24.8% and a 67.44% success rate on recommended stocks.

In addition to Wolfe Research, Salesforce also received a Hold from Citi’s Tyler Radke in a report issued today. However, yesterday, Barclays maintained a Buy rating on Salesforce (NYSE: CRM).

See the top stocks recommended by analysts >>

CRM market cap is currently $208.1B and has a P/E ratio of 562.64.

Based on the recent corporate insider activity of 275 insiders, corporate insider sentiment is negative on the stock. This means that over the past quarter there has been an increase of insiders selling their shares of CRM in relation to earlier this year. Earlier this month, Tallapragada Srinivas, the Pres of CRM sold 150,344.00 shares for a total of $31,663,950.04.

TipRanks has tracked 36,000 company insiders and found that a few of them are better than others when it comes to timing their transactions. See which 3 stocks are most likely to make moves following their insider activities.

salesforce.com, inc. engages in the design and development of cloud-based enterprise software for customer relationship management. Its solutions include sales force automation, customer service and support, marketing automation, digital commerce, community management, collaboration, industry-specific solutions, and salesforce platform. The firm also provides guidance, support, training, and advisory services. The company was founded by Marc Russell Benioff, Parker Harris, David Moellenhoff, and Frank Dominguez in February 1999 and is headquartered in San Francisco, CA.

Salesforce dives deeper into generative AI with stock on sizzling run this year

Salesforce (CRM) is diving deeper into generative AI as it looks to keep its business ahead of rivals.

The company introduced "AI Cloud" Monday morning ahead of a presentation by CEO Marc Benioff at an investor event in New York City. Salesforce says its AI Cloud product will allow marketers to auto-generate personalized content to customers and developers to auto-generate code, among other use cases.

Another key component of the new product is the prevention of large language models from retaining sensitive customer data. That element is meant to address growing concern inside of businesses of generative AI going too far with leveraging customer data.

New research out of Salesforce showed that 73% of employees believe generative AI introduces new security risks. About 60% of those who plan to use the technology don't know how to keep data secure.

"AI is reshaping our world and transforming business in ways we never imagined, and every company needs to become AI-first," Benioff said in a statement.

Wall Street is hopeful that next-generation AI will unlock new growth for Salesforce as its stock hovers around a 65% year-to-date gain, despite a sluggish economy.

"Salesforce makes a compelling, sophisticated and differentiated argument for its strong positioning within the generative AI revolution, discussing the ‘GPT Trust Layer’ built into Einstein GPT and its ability to leverage real-time access to large troves of valuable data within its platform, providing a path for customers to securely and effectively operationalize GenAI," JPMorgan analyst Mark Murphy said in a recent note.

But even with the promise of new AI products, investors remain focused on the near-term outlook for Salesforce amid cautious spending among customers.

Several weeks ago Salesforce only reiterated its full-year sales outlook, calling out longer time periods to get deals done.

Co-founder, chairman and CEO of software company Salesforce Marc Benioff attends a session at the Congress centre during the World Economic Forum (WEF) annual meeting in Davos on January 17, 2023. (Photo by Fabrice COFFRINI / AFP) (Photo by FABRICE COFFRINI/AFP via Getty Images)

Shares of Salesforce are down 1.6% since that muted outlook on May 31. The S&P 500 is up 2.2% during that same timeframe.

The outlook comes following a more enthusiastic quarter from Salesforce a few months ago as the company fended off an activist investor attack, cut costs to improve margins, and promoted new AI initiatives.

"Better than expected, but challenging signs of future," Guggenheim analyst John DiFucci wrote in a research note.

Brian Sozzi is Yahoo Finance's Executive Editor. Follow Sozzi on Twitter @BrianSozzi and on LinkedIn. Tips on the banking crisis? Email brian.sozzi@yahoofinance.com

Click here for the latest stock market news and in-depth analysis, including events that move stocks

Read the latest financial and business news from Yahoo Finance

Originally published June 12, 2023 at 8:00 AM

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