Free ADM-261 Braindumps Download Updated on Sep 06, 2025 with 359 Questions
Salesforce ADM-261 Exam Practice Test Questions
To prepare for the ADM-261 exam, candidates should have a solid understanding of the Salesforce platform and its various features. They should also have experience working with the Service Cloud platform and be familiar with its key concepts and functions. In addition, candidates should be familiar with the Salesforce certification process and understand the requirements for maintaining their certification status. Overall, passing the ADM-261 exam demonstrates an individual's ability to effectively manage and optimize the Service Cloud platform, which can be a valuable asset for any organization.
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is a valuable credential for individuals who are responsible for managing and optimizing service processes in their organizations. It validates an individual's knowledge and skills in Service Cloud administration, data management, and analytics. By achieving this certification, professionals can enhance their career prospects and demonstrate their expertise in managing Service Cloud implementations.
Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who want to demonstrate their expertise in managing and administering the Salesforce Service Cloud. Service Cloud Administration certification is recognized globally and can enhance the candidate's career prospects. To prepare for the exam, candidates can take the Salesforce Service Cloud Administration course, practice exams, and review study materials.
NEW QUESTION # 108
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A. Define Entitlement andMilestones.
- B. Enable Omni-Channel Routing.
- C. Configure Case Escalation Rules.
- D. Use Process Builder with Scheduled Actions
Answer: A
NEW QUESTION # 109
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Track social sentiment across social media outlets
- B. Hire more agents for the contact centers
- C. Improve the training provided to existing agents
- D. Configure entitlements and milestones to enforce SLAs
Answer: B,C
NEW QUESTION # 110
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the left sidebar of Salesforce Classic
- B. On the footer of the Lightning Console
- C. On the Highlights Panel of a Primary tab
- D. On anew tab in the agent's browser
Answer: A,B
NEW QUESTION # 111
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases closed by self-service users.
- B. Number of Knowledge articles created each month.
- C. Number of cases created using Communities by month.
- D. Average call handle time by team.
Answer: A,C
NEW QUESTION # 112
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
- A. Number of total cases handled
- B. First contact resolution rate
- C. Total number of solutions created by agent
- D. Average number of knowledge articles published
Answer: A,B
NEW QUESTION # 113
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the consolewhile agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Configure the case list under custom console components so users can view the list view along with the case view
- B. Recommend opening the caselist view in a separate browser tab and use the window alongside the case view
- C. Enable the list to be pinned in the console. This allows users to view the list alongside the case viewin the console
- D. Build a customer visual force page with the list view and assign it to the console sidebar.
Answer: C
NEW QUESTION # 114
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?
- A. Users cannot own records
- B. Users are not associated with a role in the hierarchy
- C. Users can be part of a case team
- D. Users can download and view content
Answer: B
NEW QUESTION # 115
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?
- A. Prepare, Plan, Test, Execute, Validate
- B. Plan, Prepare, Test, Execute, Validate
- C. Plan, Prepare, Validate, Execute, Test
- D. Prepare, Plan, Validate, Execute, Test
Answer: C
NEW QUESTION # 116
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
- A. Custom search
- B. Record types
- C. Divisions
- D. Custom indexes
- E. Tiered data strategy
Answer: C,D,E
NEW QUESTION # 117
Which of the following measures customer portal adoption/effectiveness among CUSTOMERS (Choose 2)?
- A. Most popular articles
- B. Total cases created
- C. # of articles per agent
- D. # of cases via email
Answer: A,B
NEW QUESTION # 118
The Service Manager at Universal Containers wants to improve theadoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need tobe reviewed?
- A. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
- B. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
Answer: B
NEW QUESTION # 119
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has justbeen completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- B. Add development resources to the project team to build out the additional requirements.
- C. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- D. Document the requirements gap and communicate development options to the project team
Answer: D
NEW QUESTION # 120
If you delete a case, which twoalso get deleted? (Choose two answers)
- A. Account
- B. Event
- C. Attachments
- D. Solution
Answer: B,C
NEW QUESTION # 121
The VP ofService at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Service-Level Agreements
- B. Average Handle Time
- C. Time to Answer
- D. First Call Resolution
Answer: B,D
NEW QUESTION # 122
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Allow agents to create Knowledge articles when closing a case.
- B. Add the Submit Feedback button to articles.
- C. Require agents to create Knowledge articles when opening a case.
- D. Add the Submit Feedback buttonon the Solutions tab.
Answer: A
NEW QUESTION # 123
Universal Containers is implementing an entitlement process tomeasure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Monitoring the case escalation rule queue to confirm service levels are met
- B. Displaying whether a case response complies with a customer's service level agreement
- C. Identifying the customer contact associated with a particular stage of a service contract
- D. Representing metrics such as first-response and resolution time on cases
Answer: B,D
NEW QUESTION # 124
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Set the organization-wide default to private and create sharing rules for the FAQ articletype
- D. Hide the Article Management tab for users who should have read-only access to articles.
Answer: A,B
NEW QUESTION # 125
Universal Containers has an upcoming maintenance window where read-only access will be available.
Whichtwo actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Post report information on Chatter.
- B. Update case data for a customer.
- C. Review existing cases for an account.
- D. Run and view Salesforce reports.
Answer: C,D
NEW QUESTION # 126
A report shows average time spent by agents to resolve cases. Nine of twelveagents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
- A. Lower the target for entire team to that of Agent A
- B. Document and share the practices of Agent A with the team via knowledge articles
- C. Update case assignment rules to route more cases to Agent A
- D. Build a dashboard to display individual performance by agent versus the team goal
- E. Review case history and activities for Agents B and C
Answer: B,D,E
NEW QUESTION # 127
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
- A. Create a custom web serviceto handle invoice inserts and updates from the billing system
- B. Create a Visualforce page that retrieves payment information via a Web Service call-out
- C. Create a custom tab of type URL that displays a search page from the billing system
- D. Import payment data into Salesforce and add to the contact page layout related list
Answer: B
NEW QUESTION # 128
What is the primary function of a private branch exchange (PBX)?
- A. To receive multiple calls at one time
- B. To use speech recognition to direct calls
- C. To report thecaller's background information
- D. To mate calls to different agents
Answer: A
NEW QUESTION # 129
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Indicates a clickable URL hyperlink
- B. Ties the Chatter message to a topic
- C. Indicates the name of a groupin which to place the Chatter message
- D. Links the Chatter message to Twitter
Answer: B
NEW QUESTION # 130
Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?
- A. Train users to scroll through the case page layout to look for product related information or customer- related information based on case type
- B. Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.
- C. Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.
- D. Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type
Answer: D
NEW QUESTION # 131
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