Salesforce ADM-261 Service Cloud Administration Online Training
Salesforce ADM-261 Online Training
The questions for ADM-261 were last updated at Oct 12,2025.
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Certification Provider: Salesforce
- Latest update: Oct 12,2025
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A . Use a Change Set
- B . Manually re-create the Permission Sets
- C . Create an Unmanaged Package
- D . Publish a Managed Package
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A . Customize the lightning console that page.
- B . Configure a chat validation rule.
- C . Customize the pre-chat form.
- D . Configure lightning guided engagement.
Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers
- A . Enable templates for written responses.
- B . Increase the number of agents.
- C . Improve the agent interface.
- D . Employ surveys to confirm customer satisfaction.
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
- A . Deploy the configured and tested app to production, update the agent’s profile to view the app and take away access to the old app.
- B . Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
- C . Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
- D . Configure the new app m developer org and use an unmanaged package to deploy to production.
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC’s Community.
Which three features must be configured to accomplish this? Choose 3 answers
- A . Email Alert
- B . Email Relay
- C . Email Template
- D . Assignment Rule
- E . Workfl
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client’s system integration.
What would the consultant recommend to expedite the handling of these cases?
- A . Build a repository of Knowledge articles related to integration and share it with the customer.
- B . Enable Chatter case feed and add product development team members to the case team.
- C . Create a related child case and assign the child case to the product development team.
- D . Create a private Chatter group with customers and invite key individuals to join the group.
Universal Container’s agent’s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent’s requirements?
Choose 2 answers
- A . Add multiple ELSE IF blocks after the IF block
- B . Add conditional logic to the instructions
- C . Create a formula to build the macro logic around
- D . Add a formula block to the macro
Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required.
Which solution should a Consultant suggest to improve the efficiency of console users?
- A . Enable Keyboard shortcuts
- B . Define criteria-based record page components
- C . Configure Macros
- D . Create multiple Console layouts
Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.
What solution should a consultant recommend?
- A . Field Service Lightning
- B . Lightning Console
- C . Salesforce Mobile App
- D . Employee Community
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A . Set up an intuitive Data Category hierarchy
- B . Restrict the Manage Articles user permission
- C . Enable and configure wildcards for article searches
- D . Require that an article be added when closing a case
Latest ADM-261 Dumps Valid Version with 355 Q&As
Latest And Valid Q&A | Instant Download | Once Fail, Full Refund
