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
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent.
Which metric should be recommended? Choose 2 answers
- A . Number of cases created sorted by order
- B . Number of cases by type by owner
- C . Number of cases in each status
- D . Number of solutions created per agent
A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support.
Which solution should a consultant recommend to prevent this scenario from happening in the future?
- A . Add the entitlement related list to account page layouts.
- B . Add the entitlement lookup field to case page layouts.
- C . Add a Validation Rule that ensures each Case has an entitlement.
- D . Add a Validation Rule that ensures each Account has an entitlement.
A client’s Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A . Create Knowledge Articles and publish internally and publicly.
- B . Configure IVR routing to bypass Tier 1 for the product line.
- C . Configure Omni-channel to assign cases directly to Tier 2.
- D . Create a dashboard to track and manage call volumes by type.
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product.
How should a consultant recommend that Knowledge be configured?
Choose 3 answers.
- A . Configure workflow rules for each data category
- B . Configure article types for each kind of content
- C . Define approval processes for eacharticle type
- D . Define approval processes for each product
- E . Configure data category values for each product
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.
How can UC measure case escalation?
- A . Create a case report to show all cases across tiers filtered by an escalation flag.
- B . Create an approval process to ensure only the appropriate cases get escalated.
- C . Create a case report to show the number of cases for each tier and sort them by case owner.
- D . Create a custom trigger to generate history when cases get escalated between tiers.
Universal Containers has activated Email-to-Case functionality to allow customers to
correspond with support agents via email.
Which options are available with Email-to-Case? (Choose 2)
- A . Only one inbound email address can be used for Email-to-Case
- B . Follow-up emails and attachments related to a case are attached to the case
- C . Assignment, escalation, and workflow rules are processed on inbound emails
- D . Follow-up emails related to a case will update the case comments
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
- A . Keep all open in tabs.
- B . Use a second Console session.
- C . Define a custom List View.
- D . Add History to the Utility bar.
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case.
Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A . Create a case queue for all created or updated cases.
- B . Create a case report that displays all created or updated cases.
- C . Create an email alert notification for Case Teams.
- D . Create a case list view that is filtered by My Case Teams.
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A . Force.com Sites with Knowledge and Email-to-Case
- B . Visualforce and Self-Service Portal
- C . Force.com Sites with Knowledge and Web-to-Case
- D . Force.com Sites and High-Volume Customer Portal
Universal Containers has scheduled a major upgrade to its Customer Community next month. The community is expected to be unavailable for approximately 8 hours. The executive team is concerned about how the upgrade and associated outage will impact customers.
Which three measures should the Consultant recommend to ensure transparency during the upgrade process? Choose 3 answers
- A . Publish ongoing updates to the community knowledge base with details about the upgrade.
- B . Communicate information about the upgrade to customers in advance.
- C . Send routine status updates to customers via Chatter during the upgrade.
- D . Replace the default outage page with a custom page containing upgrade information.
- E . Notify customers once the upgrade is completed and full services are restored.
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