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
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?
- A . Create an article action for each record type and assign them to each team based on their product specialization
- B . Create a permission set foreach record type and assign them to each team based on their product specialization
- C . Create a page layout for each article type and assign them to each team based on their product specialization
- D . Create a data category for each product and assign them to each team bases on their product specialization
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A . Implement Field Service Lightning.
- B . Integrate with an enterprise resource planning system.
- C . Develop and publish a knowledge management system
- D . Configure Visual Flows on Salesforce mobile.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management
system? Choose 2 answers
- A . Number of calls offered
- B . Agent utilization
- C . Quality monitoring score
- D . Schedule adherence
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 . Prepare, Plan, Validate, Execute, Test
- D . Plan, Prepare, Validate, Execute, Test
UC has discovered that the average time an agent takes to resolve 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 . Improve the training provided to existing agents
- C . Hire more agents for the contact centers
- D . Configure entitlements and milestones to enforce SLAs
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter).
What should a consultant recommend to accomplish this?
- A . Create a service cloud console to support all channel groupings.
- B . Create an agent profile for each channel grouping.
- C . Create a unique case page layout for each channel grouping.
- D . Create an agent role for each channel grouping.
Universal Containers will be launching a telesales contact center.
What should be considered in the design? Choose 2 answers.
- A . Integration with Field service teams and apps
- B . Strategies to maximize call deflection
- C . Performance for high volume of interactions
- D . Integration with Lead Generation team and apps
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A . Service Console Knowledge Components
- B . Service Console Profile Assignments
- C . Data Categories and Article Actions
- D . Data Categories and Article Types
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers
- A . Users must use Lightning Experience.
- B . Publisher Actions used in the macros must be on the page layout.
- C . The Macros widget or utility must be added to the console.
- D . The Run Macros Permission must be granted to users.
- E . The Run Macros Action must be on the page layout.
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.
How can a Consultant implement the functionality with configuration?
- A . Remove these fields from the page layout and add the components to the highlights panel.
- B . Add these fields to the page layout and add the components to the highlights panel
- C . Remove these fields from the page layout and add the fields to the highlights panel
- D . Add the fields to the page layout and add the fields to the highlights panel.
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