Salesforce ADM-261 Q&A - in .pdf

  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Sep 29, 2026
  • Q & A: 359 Questions and Answers
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Salesforce ADM-261 Q&A - Testing Engine

  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Sep 29, 2026
  • Q & A: 359 Questions and Answers
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Salesforce ADM-261 Exam Syllabus Topics:

SectionWeightObjectives
Case Management25%- Service level management
  • 1. Milestones and timeline tracking
    • 2. Entitlements and service contracts
      - Support processes and record types
      • 1. Case lifecycle and status management
        • 2. Automation: assignment rules, escalation rules, queues
          Service Cloud Console15%- Integration and extensions
          • 1. Live Agent / Chat deployment
            • 2. Open CTI and telephony integration
              - Console configuration
              • 1. Custom navigation and layouts
                • 2. Utility bar and productivity tools
                  Integration and Automation5%- Flow for Service
                  • 1. Process automation design
                    - Third-party integrations
                    • 1. CTI and telephony systems
                      Omni-Channel Routing15%- Setup and configuration
                      • 1. Presence configurations
                        • 2. Routing models and capacity
                          - Workload management
                          • 1. Skills-based routing
                            • 2. Queue and agent assignment
                              Self-Service and Communities10%- Experience Cloud setup
                              • 1. Site creation and branding
                                • 2. Case and knowledge access
                                  - Self-service features
                                  • 1. Web-to-Case and Email-to-Case
                                    • 2. Chat and bot integration
                                      Knowledge Management20%- Knowledge usage and integration
                                      • 1. Case and knowledge association
                                        • 2. Knowledge-Centered Support (KCS) best practices
                                          - Lightning Knowledge setup
                                          • 1. Publishing and approval processes
                                            • 2. Article types and data categories
                                              Analytics and Reporting10%- Dashboards and KPIs
                                              • 1. Service level agreement monitoring
                                                • 2. Trend analysis and forecasting
                                                  - Service-specific reports
                                                  • 1. Case volume and resolution metrics
                                                    • 2. Agent performance tracking

                                                      Salesforce Service Cloud Administration Sample Questions:

                                                      Question #1

                                                      Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.
                                                      What should the Consultant recommend to gather information on Knowledge article usefulness?

                                                      • A. Create a group of super users that will evaluate and manage articles.
                                                      • B. Contact Salesforce to send a report on article efficacy.
                                                      • C. Install Knowledge Base Dashboards and Reports AppExchange package.
                                                      • D. Send out a monthly survey to customers requesting feedback.
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: C  🗳️

                                                      Question #2

                                                      Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
                                                      Which method should the Consultant suggest?

                                                      • A. On-Demand Email-to-Case
                                                      • B. Omni-Channel routing
                                                      • C. Web-to-Case forms
                                                      • D. Standard Email-to-Case
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: D  🗳️

                                                      Question #3

                                                      UniversalContainers (UC) hired in an expansion of the contact center. Getting agents up to speedand fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
                                                      Which two features should a consultant integrate into the Service Console? Choose 2 answers

                                                      • A. Interaction Log
                                                      • B. Path for Cases
                                                      • C. Lightning Process Builder
                                                      • D. Lightning Row for Service
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: A,D  🗳️

                                                      Question #4

                                                      UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
                                                      What tool should a consultant recommend to implement this requirement?

                                                      • A. Visualforce custom page
                                                      • B. Auto launch flow
                                                      • C. Process Builder
                                                      • D. Salesforce Console for Service
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: D  🗳️

                                                      Question #5

                                                      What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
                                                      (Choose 2)

                                                      • A. Number of articles created by agent
                                                      • B. Number of articles attached to a case
                                                      • C. Numberof cases escalated by agent
                                                      • D. Number of solutions created by agent
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: A,B  🗳️

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