Salesforce ADM-261 Q&A - in .pdf
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 12, 2026
- Q & A: 359 Questions and Answers
- Convenient, easy to study.
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- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
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- Updated: Sep 12, 2026
- Q & A: 359 Questions and Answers
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Salesforce ADM-261 Q&A - Testing Engine
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 12, 2026
- Q & A: 359 Questions and Answers
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Self-Service and Communities | 10% | - Self-service features
|
| Topic 2: Knowledge Management | 20% | - Lightning Knowledge setup
|
| Topic 3: Service Cloud Console | 15% | - Console configuration
|
| Topic 4: Case Management | 25% | - Support processes and record types
|
| Topic 5: Omni-Channel Routing | 15% | - Workload management
|
| Topic 6: Integration and Automation | 5% | - Third-party integrations
|
| Topic 7: Analytics and Reporting | 10% | - Dashboards and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
For which purpose should a contact center use visual workflow?
- A. To escalate a case to the support manager if it has been open for more than 72 hours.
- B. To automatically assign cases to a specific queue based on the customer support level.
- C. To automate business processes for agents who troubleshoot customer support issues via phone.
- D. To assign follow-up tasks to an agent one week after a case is closed.
Correct Answer: C 🗳️
Which configuration item must be created when implementing Lightning Knowledge?
- A. Article Types
- B. Record Types
- C. File Types
- D. Attachment Types
Correct Answer: B 🗳️
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Design a custom object to track credit requests and route them regionally using assignment rules
- B. Enable the self-service portal to generate logins for the hospital staff by region.
- C. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- D. Use cases to track the credit requests and route than to regional teams using assignment rules
Correct Answer: D 🗳️
Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the lack of quality checking?
Choose 2 answers
- A. Restrict the ManageArticles user permission
- B. Set up an intuitive Data Category hierarchy
- C. Require that an article be added when closing a case
- D. Enable and configurewildcards for article searches
Correct Answer: A,B 🗳️
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. High Volume Customer Portal
- B. Lightning External Apps Starter
- C. Customer Community Plus
- D. Customer Community
Correct Answer: D 🗳️
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