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
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A . Web-to-Case
- B . Email-to-Case
- C . Salesforce for Outlook
- D . On-Demand Email-to-Case
Which solution can be used to improve call deflection?
- A . Knowledge base
- B . Community forum
- C . Assignment rules
- D . Web chat
- E . Case routing
What are two benefits of deploying Knowledge in Customer Communities?
- A . Reduces incoming call volume
- B . Replaces the need for an email channel
- C . Eliminates tracking of customer entitlements
- D . Uncovers gap in the knowledge base
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?
- A . Configure Case Escalation Rules.
- B . Define Entitlement and Milestones.
- C . Use Process Builder with Scheduled Actions
- D . Enable Omni-Channel Routing.
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A . Enable Work Orders.
- B . Create an Entitlement Process.
- C . Set up Milestones.
- D . Configure Service Contracts.
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed.
What should a consultant recommend to meet these requirements? (Choose 2)
- A . Escalation rules
- B . Case teams
- C . Workflow rules
- D . Auto-response rules
A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console.
What are two key considerations for this integration? Choose 2 answers
- A . CTI Adapter configuration
- B . Lightning Console enablement
- C . Call Center Definition File creation
- D . Service Console case creation configuration
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
- A . Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
- B . Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
- C . Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
- D . Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.
Which solution should a consultant recommend?
- A . Enable the knowledge sidebar related list on the case page layout.
- B . Create a visual force page called knowledge sidebar on the case page layout.
- C . Enable the knowledge sidebar setting in the case support settings.
- D . Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- E . Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A . Create a case assignment rule to ensure cases are owned by a user when closed.
- B . Use a data tool to update the owner field on closed cases.
- C . Create a Process Builder and Flow to change the owner on closed cases.
- D . Create a case validation rule to ensure cases are owned by a user when closed.
Latest ADM-261 Dumps Valid Version with 355 Q&As
Latest And Valid Q&A | Instant Download | Once Fail, Full Refund
