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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 Administration learn
Salesforce Stock ForecastSalesforce (NYSE: CRM) is a software company based in San Francisco, California. It provides a range of services but is best known for its cloud-based customer relationship management (CRM) platform. In this article they will cover Salesforce stock forecast, predictions and whether or not it’s a current buy. The company provides services around customer service, marketing automation, analytics and application development. Salesforce has been heralded as a strong investment over the years. Its share price has increased nearly 50 times since its 2004 IPO. While its stock probably won’t increase in price another 50 times anytime soon, it can still be a good investment. However, shares of CRM have fallen a bit lately, and some investors might wonder what is going on and whether that should affect their long-term calculations. We’ll take a look at these concerns as well as what the outlook is for Salesforce in the months ahead.
Salesforce’s earnings are a bit mixed for the most recent quarter, which ended October 2021. For this quarter, many of its year-over-year (YOY) figures are down. However, its revenue for this quarter was $6.86 billion, which was up 26%, and its highest revenue total of the past four quarters. Its net income was $468 million; that is down 57% YOY, but compare that to Q1, when it posted revenue of $267 million. Likewise, its profit margin was 6.82%, which is down YOY but still an improvement over Q1. This is the trend they see in its earnings, a decline compared to Q2 and Q3, but still better than Q1 2021. One positive for Salesforce stock forecast and particularly for investors is that it has consistently beat earnings per share (EPS) projections. In fact, it has consistently beaten projections by wide margins. In Q4 2021 an EPS of 0.92 was projected, and it posted an EPS of 1.27. Q3 was even better; an EPS of 0.93 was projected, but it posted an EPS of 1.48. As far as revenue projections, it is beating those, but only by narrow margins. This past quarter, it beat its revenue projection by 0.88%; the quarter before, it beat it by 1.51%. Why is Salesforce Stock Down?It’s true; Salesforce stock has fallen. In November 2021, its shares were trading for over $300 per share. Now, just a few months later, shares of CRM are selling for less than $200 per share. Given that its price is down around one-third in just a few months, it’s natural to wonder what is going on. However, Salesforce isn’t having any serious struggles that are causing its stock to tank. It’s more likely market conditions putting pressure on the stock itself. The market as a whole has been struggling, in part due to worries about inflation. And now, there are new worries; namely, worries over the brewing tension between Russia and Ukraine. It may be tough to imagine how that would affect the use of a CRM platform based in San Francisco, but global unrest can affect the stock market, even when it seems like it shouldn’t. Indeed, the stock market has struggled lately, and tech stocks, in particular, have lagged. All of this is to say that they don’t have much reason to be worried about Salesforce right now. Salesforce Stock OutlookGiven that Salesforce’s drop is mostly due to market turmoil, its share price should rebound if market conditions improve. It is however worth noting that investor sentiment is weak around the stock. And while investors may not have the highest level of confidence about Salesforce stock, analysts are decidedly more optimistic. The typical forecast puts the price around $325, or around 70% higher than CRM’s price today. In other words, its shares could soar past their previous high. It should come as no surprise, then, the analysts consider this is a strong buy, and the majority recommend picking up some shares of Salesforce stock. But, again, there is a lot of uncertainty right now, and these recommendations likely take into account things like Russia’s invasion of Ukraine. Things are very uncertain there, so it is difficult to make stock recommendations that account for that. Should You Buy Salesforce Stock?If they simply look at the fundamentals regarding Salesforce stock forecast, then buying the stock seems to be a good idea right now. There are no major developments that spell trouble for the company, and its earnings continue to show that the company is doing relatively well. One should also consider the fact that the rest of the market is not immune to the market conditions dragging Salesforce down right now. In fact, other tech stocks have fallen harder than Salesforce has since November. You could certainly consider other sectors for now that aren’t affected as much, such as real estate. However, market conditions will eventually improve, and those who stay the course with stocks like Salesforce will likely be rewarded in the long run. For this reason, it’s a good idea to invest now it you like the company’s business model and believe it will continue its success well into the future. Best HCM Software (August 2023)Forbes Advisor runs a complete analysis of the leading solutions in the market using a wide range of criteria to determine the best HCM software providers for small businesses. We studied the industry and researched 26 different HR management companies and plans, then scored these contenders across several categories using metrics that included pricing, essential and additional features and third-party reviews, which were weighted to favour features that small business owners find valuable in a provider. Here are some of the categories that they used to come up with the providers that made the top of their rankings. Pricing – 10%For pricing, they considered whether a service offers a free version, the cost of the software per month or per year and the value for the price. They reviewed which providers offer transparent pricing as well as free trials and money-back guarantees. This accounted for 10% of their weighted scoring. Key features – 30%We reviewed the key HCM features for each of the providers to determine which offer the best feature set. Some of the essential features they looked for included access to a reporting dashboard, alerts and reminders, an ATS, benefits administration and peer reviews. Other key features they gave weight to included having access to a mobile app, time and attendance tracking and learning management tools. Key features accounted for 30% of the total score. Unique features – 20%In addition to the key features, they also looked at the additional features that each provider offers and what value that is to businesses seeking HCM software. Some of these unique features include engagement tools, software integrations, shift scheduling and PTO tracking. It was also in this section where they considered each provider’s support capabilities, such as live support. To determine support quality, they looked at the channels in which support is available, if it’s available with all plans, the hours of operation and how helpful real users find support. Unique features counted for 20% of the final score. Third-party reviews – 10%To get a better understanding of how a wide range of users and businesses find a provider, they look at reviews, giving preference to providers that are highly rated among its user base. This entailed ranking both the overall score from customers and the number of reviews for these scores to give the fullest picture of reality and reduce bias. These accounted for 10% of the total score. Expert score – 30%In addition to the criteria above, they also used their own expert insights to determine which of the providers are the best in the business. This included considering each software’s ease of use, any stand-out features, popularity and value for the price. Altogether, these criteria make up 30% of the final score. |
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