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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 Exam Questions


Salesforce launches AI Cloud to carry models to the business | Resources

Salesforce is launching a new suite of products geared toward bolstering its position within the ultra-competitive AI area.

referred to as AI Cloud, the suite, which comprises equipment designed to deliver “commercial enterprise able” AI, is Salesforce’s newest cross-disciplinary try to increase its product portfolio with AI capabilities. in many ways, it’s a continuation of the generative AI initiative that the business launched in March, which goals to incorporate generative AI across the whole of the Salesforce platform.

“It’s actually about bringing generative AI in a relied on vogue to the business,” Adam Caplan, SVP of rising know-how at Salesforce, advised TechCrunch in a cell interview. “We’re moving totally quick to leverage the heritage we have in AI and build this into into our stack in a trusted style.”

AI Cloud hosts and serves AI fashions — peculiarly textual content-producing models — from quite a number partners including Amazon internet features, Anthropic, Cohere and OpenAI on Salesforce’s cloud infrastructure. First-celebration fashions are available from Salesforce’s AI research division, powering capabilities like code technology and enterprise manner automation. Or customers can carry a custom-informed model to the platform whereas storing information on their personal infrastructure.

the vanity isn’t a long way off from Amazon’s these days-launched Bedrock, which offers a family of models informed in-condo with the aid of AWS in addition to pretrained models from startup partners.

“What we’re doing is we’re really taking an ecosystem method — an open method — and working with the top-rated mannequin for the ideal use case,” Caplan mentioned.

Generative AI in every single place

The Salesforce-developed models in AI Cloud vigor new capabilities in Salesforce’s flagship items, together with statistics Cloud, Tableau, move and MuleSoft. There’s nine fashions in total: sales GPT, carrier GPT, advertising GPT, Commerce GPT,  Slack GPT, Tableau GPT, flow GPT and Apex GPT.

income GPT can quickly auto-craft personalised emails, whereas provider GPT can create service briefings, case summaries and work orders in accordance with case facts and consumer heritage. advertising GPT and Commerce GPT, meanwhile, can generate viewers segments for focused on and tailor product descriptions to every buyer in response to their consumer information, or deliver concepts like a way to boost normal order cost.

Salesforce AI Cloud © offered by using TechCrunch Salesforce AI Cloud

photograph credits: Salesforce

Slack GPT, Tableau GPT, move GPT and Apex GPT are a bit of more really expert in nature. Slack GPT and circulate GPT let clients build no-code workflows that embed AI moves, even if in Slack or movement. Tableau GPT can generate visualizations in line with herbal language prompts, and floor data insights. As for Apex GPT, it may possibly scan for code vulnerabilities and suggest inline code for Apex, Salesforce’s proprietary programming language.

several of the fashions are live as of today, including Slack GPT, Commerce GPT, earnings GPT and repair GPT. The rest — minus movement GPT, which lands in October — are scheduled to arrive as early as this month.

Salesforce AI Cloud © supplied with the aid of TechCrunch Salesforce AI Cloud

picture credits: Salesforce

One evident omission in Cloud AI is an image technology model alongside the strains of DALL-E 2 and reliable Diffusion.  Caplan referred to that it’s in the works, acknowledging the usefulness for growing advertising campaigns, touchdown pages emails and extra. but he delivered that there’s a number of barriers — from copyright to toxicity — Salesforce goals to beat earlier than it releases it.

believe layer

So what else units AI Cloud aside? neatly, Salesforce is touting Einstein believe Layer, a new AI moderation and redaction service. akin to Nvidia’s NeMo Guardrails, Einstein have confidence Layer attempts to avoid text-producing fashions from maintaining sensitive facts, such as customer purchase orders and contact numbers.

Einstein have confidence Layer’s aimed toward companies with strict compliance and governance necessities that’d invariably prevent them from the usage of generative AI tools, Caplan says. actually, it’s well timed. A becoming record of businesses including Amazon, Goldman Sachs, and Verizon have banned or restricted the use of generative AI like ChatGPT, citing privacy hazards.

“The #1 question from each consumer is around trust and protection and how we will permit them as commercial enterprise to method these new applied sciences — this new world — in a secure trend,:” Caplan noted.

Einstein believe Layer sits between an app or carrier and a textual content-generating mannequin, detecting when a instantaneous could comprise delicate assistance and immediately eliminating it on the backend earlier than it reaches the model. The provider can additionally filter for toxicity (e.g., sexism, racism, and different kinds of discrimination), even if in a prompt or in the response from a model.

users who link fashions from third-birthday party systems corresponding to Amazon SageMaker or Google’s Vertex AI to AI Cloud can nevertheless faucet Einstein trust Layer, Salesforce says. And for OpenAI customers, Salesforce says that it’s established a “believe partnership” with OpenAI to carry joint content material moderation the usage of OpenAI’s safeguard equipment together with Einstein believe Layer.

Moderating fashions and prompts is problematic enterprise, and Salesforce has a whole lot in the way of competitors. Microsoft, which just closing month debuted a brand new AI carrier to average text and pictures, together with from models, presents model customization alternate options corresponding to Einstein trust Layer by way of its Azure OpenAI service (albeit best for OpenAI fashions).

most likely that’s why, to additional differentiate AI Cloud from the other managed AI service offerings available, Salesforce is launching an array of instant “templates” and instantaneous template constructing equipment. Salesforce says the template’s “optimized” AI prompts use “harmonized” data to ground model-generated outputs within the context of a corporation’s wants, influencing the pleasant and relevance of the generated content.

It’s in the hobby of reducing the time and value to adapt a generative AI mannequin in AI Cloud to a particular use case, Caplan spoke of. as an instance, a customer may create a template that “instructs” a model to word electronic mail responses in a method that’s aligned with a condominium trend, or that pulls in particular customer counsel from a Salesforce database.

“It’s basically a primary shift in terms of the excellent of an e mail and the difference between more popular replica versus reproduction grounded within the client relationship administration data,” Caplan mentioned.

Of direction, instant engineering isn’t a brand new science. And different generative AI structures, like writer, Jasper and even Grammarly, give the way to steer models’ responses towards definite styles. Arguably the real price proposition here — at least the one Salesforce is underlining — is the benefit with which Salesforce records can also be connected to (and manipulated with the aid of) a mannequin.

For shoppers already entrenched in the Salesforce product ecosystem, it’s likely a compelling revenue pitch.

“AI plus information plus consumer relationship administration is a really potent aggregate,” Caplan referred to. “we can proceed to make these prompts smarter and superior. And that’s going to be truly powerful, in addition to working towards the fashions and providing more price to our consumers and identical things across the stack.”

AI Cloud will launch someday this year, Salesforce says, with Einstein have faith Layer set to become frequently attainable later this month.

Salesforce launches AI Cloud to bring models to the enterprise through Kyle Wiggers at the beginning published on TechCrunch


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