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 (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.
Which three Sandbox types can be used to accomplish this?
- A . Partial Copy Sandbox
- B . Administrator Sandbox
- C . Developer Pro Sandbox
- D . Full Sandbox
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores.
What customer-related metric should the customer support management analyze? Choose 2 Answers
- A . Escalated cases by account month to date
- B . High priority cases opened by account month to date
- C . Time spent by account year to date
- D . New cases opened by the account channel
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered? Choose 3 answers
- A . Attachments and .html files in Classic Knowledge are moved to the Files object.
- B . Visualforce pages refer to Classic article types.
- C . Each article must be associated to a record type.
- D . Approval process history migrate to Lightning Knowledge.
- E . Article numbers change during migration.
Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC’s requirements include the ability to:
• Monitor Facebook fan page for new posts and comments from customers
• Link new posts and comments to an existing customer record
• Respond to posts from the existing Salesforce Console for Service
• Create and link social personas to contacts
What should a consultant recommend to meet these requirements?
- A . Create a Lightning Platform app for Facebook monitoring.
- B . Enable Social Customer Service.
- C . Integrate Facebook to its existing Customer Community.
- D . Enable Salesforce social profile on contacts.
Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.
What is the first step an Administrator is required to perform in order to configure Omni Channel?
- A . Assign Users to Omni Channel permissions
- B . Enable Omni Channel by clicking Settings in Setup
- C . Assign Users to the Omni Channel Feature License
- D . Contact Salesforce to have Omni Channel enabled
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A . Omni-Channel routing
- B . Standard Email-to-Case
- C . Web-to-Case forms
- D . On-Demand Email-to-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 Article Types with Public Sharing Settings.
- B . Define Data Categories with Custom Visibility.
- C . Define Topics for each Knowledge article.
- D . Define a Custom Field to identify the Subject.
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
- A . Evolving content-based product lifecycles
- B . Creating content as a result of solving issues
- C . Rewarding learning, collaboration, sharing and improving.
- D . Developing a knowledge base on the experience of an individual
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers
- A . A knowledge article life cycle that is implemented correctly the first time and does not need to change
- B . Reduced first contact resolution
- C . A knowledge article life cycle that evolves based on usage and demand
- D . Reduced issue resolution time
UniversalContainers initiates cases based on electronic transmissions from power units.
The case management process is as follows:
A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on are lated custom object.
Which three aspects should the consultant consider to meet these requirements? Choose 3 answers
- A . Account team relationship to the primary contact
- B . Case closure rules on the original case
- C . Work order and customer contact escalation requirements
- D . Visibility and access to the work order records
- E . Total number of account and contact records in the database
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