Salesforce ADM-261 Questions & Answers - in .pdf
- Total Q&A: 359
- Update: Jul 13, 2026
- Price: $59.99
- Vendor: Salesforce
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
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- Total Q&A: 359
- Update: Jul 13, 2026
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Salesforce Service Cloud Administration Sample Questions:
1. Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?
A) A knowledge management system
B) A workforce management system
C) An enterprise resource planning system
D) A third -party mobile application platform
2. The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks.
Which feature should a Consultant implement to address this concern?
A) Collapsible Sidebar Components
B) ConfigureMacros
C) Multiple Monitors Components
D) Console Keyboard Shortcuts
3. Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?
A) Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B) Enable the Knowledge sidebar setting in the case support settings.
C) Create a Visualforce page called Knowledge sidebar on the case page layout.
D) Enable the Knowledge sidebar related list on the case page layout.
4. Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?
A) Assign Users to Omni Channel permissions.
B) Assign Users to the Omni Channel Feature License.
C) Contact Salesforce to have Omni Channelenabled.
D) Enable Omni Channel in Setup.
5. TheUniversal Containers' customer support organization has implemented Knowledge Centered Support (KCS)in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
A) Measure and reward agents based on the number of new articles approved for publication.
B) Create a dashboard that includes articles submitted by agents and approved for publication.
C) Require agents to check a box on the case when submitting a new suggested article.
D) Measure and reward agents basedon the number of new articles submitted for approval.
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: B | Question # 3 Answer: C | Question # 4 Answer: D | Question # 5 Answer: B,D |
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