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
Milestones can be added to which three object types? Choose 3 Answers
- A . Work order
- B . Case
- C . Service
- D . Entitlement
- E . Account
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement.
Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A . Ability to determine if a customer has escalated a case in the past
- B . Ability to specify unique service levels for each customer
- C . Ability to prompt callers for the service contract number within IVR menus
- D . Ability to enforce service levels with the time-dependent processes
The contact center manager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric.
What should a consultant recommend to improve this metric?
- A . Skills -based routing
- B . Private branch exchange
- C . Workforce management
- D . Interactive voice response
Universal Containers purchased Knowledge and would like to implement it as soon as possible.
What approach should a consultant recommend?
- A . Activate Knowledge One within the Salesforce Console for Service.
- B . Create a Knowledge Visualforce component on the case detail page.
- C . Activate Knowledge One on the case detail page.
- D . Create a Knowledge Visualforce component within the Salesforce Console for Service.
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
- A . Contact Salesforce to send a report on article efficacy.
- B . Send out a monthly survey to customers requesting feedback.
- C . Install Knowledge Base Dashboards and Reports AppExchange package.
- D . Create a group of super users that will evaluate and manage articles.
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page.
How can this be achieved?
- A . Customer view of case tab
- B . Custom Visual force page
- C . Custom report
- D . Custom related list
Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
- A . Web-to-Case
- B . Embedded Chat Service
- C . Customer Community
- D . Case Assignment Rules
Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would like to send an email to the customer that includes details of the correction process.
What should a consultant recommend to meet this requirement?
- A . Create a workflow rule and email alert action that sends an email to the case contact
when a case with the "Errata" record type is created - B . Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
- C . Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
- D . Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A . Use Process Builder for notifications and case teams to monitor cases.
- B . Use Process Builder for notifications and account teams to monitor cases.
- C . Use escalation rules for notifications and account teams to monitor cases.
- D . Use escalation rules for notifications and case teams to monitor cases.
Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A . Social Persona tor Twitter and Facebook.
- B . Social Media Marketing message tagging.
- C . Social Customer Service for Twitter and Facebook.
- D . Einstein Bot social queues.
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