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
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case.
How should this requirement be met?
- A . Create a custom related list on the case.
- B . Create a custom view on the Case tab.
- C . Create a custom Visualforce page.
- D . Create a custom report.
What statement is true about the Salesforce Knowledge article lifecycle?
- A . Approval process CANNOT allow publishing of articles that have specific validation statuses
- B . Article permission sets allow agents to participate in the article publishing process
- C . Articles CANNOT be published until they are reviewed and validated by a qualified author
- D . Knowledge uses public groups as a way to assign users to specific tasks related to articles
Universal Containers provides Customer Support for two separate business operations.
The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers
- A . Omni-Channel
- B . Page Layouts
- C . Record Types
- D . Support Processes
- E . Article Types
Which method can be used to route cases from social channels?
- A . use Twitter-to-case and add workflow rules to the case object.
- B . Enable Social Customer Service and add assignment rules to the case object.
- C . Enable Social Network Profile and add workflow rules to the contact object.
- D . Enable Social Network Profile and add assignment rules to the case object.
Universal containers wants to implement Omni channel within service cloud for its representatives.
What is the first step required to configure Omni channel?
- A . Contact salesforce to have Omni channel enabled.
- B . Enable Omni channel in setup.
- C . Assign users to the Omni channel feature license.
- D . Assign users to Omni channel permissions.
Customer Community to provide customers with a self-service option for support.
Which two capabilities can the Customer Community provide to Universal Containers’ customers? Choose 2 answers
- A . Allows customers to customize their user interface
- B . Allows customers the ability to collaborate
- C . Allows customers to customize reports and dashboards
- D . Allows customers to search a knowledge base.
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer’s problem via the call center.
What functionality should a consultant recommend to satisfy the UC’s need?
- A . omni Channel
- B . Contact Request
- C . Field Service
- D . Mobile Connect
Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal? Choose 2 answers
- A . Representing metrics such as first-response and resolution time on cases
- B . Monitoring the case escalation rule queue to confirm service levels are met
- C . Identifying the customer contact associated with a particular stage of a service contract
- D . Displaying whether a case response complies with a customer’s service level agreement
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A . Replaces the need for an email channel
- B . Eliminates tracking of customer entitlements
- C . Uncovers gaps in the knowledge base
- D . Reduces incoming call volume
Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
- A . Configure Case Assignment Rules
- B . Configure Omni-Channel with Most Available Routing
- C . Configure Live Agent Skills-based Routing
- D . Configure Omni-Channel with Least Active Routing
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