Salesforce ADM-261 Service Cloud Administration Online Training
Salesforce ADM-261 Online Training
The questions for ADM-261 were last updated at Oct 12,2025.
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Certification Provider: Salesforce
- Latest update: Oct 12,2025
Universal Containers ‘IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A . Email-to-Case
- B . web-to-Case
- C . An AppExchange package
- D . On-Demand Email-to-Case
Universal containers wants to maintain service level agreements on its customer cases. Customers are provided different service levels based on their services agreement. The VP of customer service wants to use service cloud to track and ensure senior management is alerted when cases have not completed certain stages.
Which service cloud feature should the consultant recommend to address this requirement?
- A . Entitlements and milestones
- B . Case escalation
- C . Case assignment
- D . Salesforce console
KCS (knowledge centered support) what is it? Choose 2Answers
- A . Standard for managing customer support and delivery
- B . Method for social media management
- C . Share knowledge with the business partners
- D . Process for creating and maintaining knowledge
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable.
Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
- A . All open Cases by Priority
- B . All open cases by Channel
- C . All Cases closed Month-to-date
- D . Case resolution time
- E . All Cases by Customer
Universal Container’s customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A . Contact Requests
- B . Social Customer Service
- C . Embedded Chat Window
- D . Open CT1
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search.
Which solution should a consultant recommend to meet this requirement?
- A . Create separate data category groups for each division and assign the category to a division profile.
- B . Create a sharing rule for each division to provide access using the role hierarchy.
- C . Create a sharing rule for each division to provide access based on criteria of the article.
- D . Create a single data category group for each division and provide access using the role hierarchy.
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer.
What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A . Follow the SMEs to receive automatic updates when they add case comments
- B . Bookmark all the comments related to the issue from SMEs
- C . Use hashtag (#) to track the customer case and SMEs comments
- D . @mention the SMEs on the case Chatter feed and follow the case
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A . Define data categories with custom visibility.
- B . Define article types with public sharing settings.
- C . Define topics for each knowledge article.
- D . Define a custom field to identify the subject.
What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?
- A . Cleanse the data outside of Satesf brce and then migrate the data.
- B . Use the Salesforce data loader to load and cleanse the data.
- C . Use the Salesforce import wizard to load and cleanse the data.
- D . Upload the data into Salesforce and then run data cleansing tools.
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A . Account tabs and Case stab
- B . Case tabs with Account subtabs
- C . Account tab with Cases related list
- D . Account tabs with Case Subtabs
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