Salesforce ADM-261 Service Cloud Administration Online Training
Salesforce ADM-261 Online Training
The questions for ADM-261 were last updated at Oct 13,2025.
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Certification Provider: Salesforce
- Latest update: Oct 13,2025
Which two configuration steps are required before quick actions can be used in Macros?
- A . Global Actions needs on the publisher layout.
- B . Quick Actions must be enabled in the org.
- C . The specific quick action must be added to the case Feed.
- D . The specific quick action must be added to the case record Type.
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability.
What needs to be configured for the SoftPhone to work in Salesforce? Choose 3 answers
- A . Assignthe Salesforce users to the Call Center.
- B . Install an adapter from AppExchange to work with third-party CTI systems
- C . Use Apex to create an adapter to work with third-party CTI systems
- D . Create a SoftPhone layout and assign to user profiles
- E . Assign the Salesforce CTI license to Salesforce users
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
- A . Change Sets
- B . Mass Transfer Records
- C . Data Import Wizard
- D . Data Loader
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A . The report chart is added to the Page Layout.
- B . The report is shared with a Chatter Group.
- C . The report is a Summary or Matrix report.
- D . The report contains a chart.
- E . The report hasa standard Report Type.
Universal containers uses social media to monitor new trends and issues that require a response by their community team.
What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A . Implement salesforce radians 6 with filters against the company’s twitter account and assign new cases to twitter queue
- B . Configure Salesforce Twitter force and workflow rules for negative product sentiments that automatically create a contact and a case
- C . Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
- D . Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support.
What solution should a consultant recommend to prevent the scenario from happening in the future?
- A . Add the entitlements related list to contact records
- B . Add the entitlement contacts related list to account records
- C . Add the assets related list to contact records
- D . Add the service contract related list to contact records
Universal Containers wants to be able to assign cases based on the same criteria they use for chat.
Which feature should a consultant recommend?
- A . Chat Queue-based routing
- B . Case Skills-based Assignment Rules
- C . Omni-channel Queue-based routing
- D . Omni-channel Skills-based routing
The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A . Limit Customers to 5 Cases per day.
- B . Provide a self-help Customer Community.
- C . Add more support phone lines.
- D . Ask sales reps to respond to support Cases.
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A . Approval Process that assigns an Article to a Reviewer Queue.
- B . Knowledge Action to Publish an Article once the Article is approved.
- C . Validation Rules for article record types to verify all fields during creation.
- D . Data Category to assign an article record type to a Reviewer.
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A . Configure Case Assignment Rules to use Queues.
- B . Configure Omni-Channel Routing Model as Most Available.
- C . Configure Case Assignment Rules to use Users.
- D . Configure Omni-Channel Routing Model as Least Active.
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