Salesforce ADM-261 dumps - in .pdf

ADM-261 pdf
  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Oct 07, 2026
  • Q & A: 359 Questions and Answers
  • PDF Price: $59.99
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  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Oct 07, 2026
  • Q & A: 359 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
  • Value Pack Total: $119.98  $79.99
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Salesforce ADM-261 dumps - Testing Engine

ADM-261 Testing Engine
  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Oct 07, 2026
  • Q & A: 359 Questions and Answers
  • Software Price: $59.99
  • Testing Engine

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Salesforce ADM-261 Exam Syllabus Topics:

SectionObjectives
Service Cloud Fundamentals- Case Management
  • 1. Case lifecycle and automation
    • 2. Assignment rules and escalation rules
      - Service Console and User Interface
      • 1. Navigation and productivity features
        • 2. Console app configuration
          Service Process Automation- Service Level Management
          • 1. Entitlements and milestones
            - Omni-Channel Routing
            • 1. Routing configuration
              • 2. Workload management
                Service Analytics and Reporting- Reports and dashboards
                • 1. Service KPIs tracking
                  Customer Service Channels- Call Center Integration
                  • 1. CTI integration concepts
                    - Digital Engagement
                    • 1. Email-to-case and web-to-case
                      • 2. Chat and messaging channels
                        Knowledge Management- Salesforce Knowledge
                        • 1. Article lifecycle
                          • 2. Knowledge data model

                            Salesforce Service Cloud Administration Sample Questions:

                            Question #1

                            Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
                            What configuration should a consultant recommend?

                            • A. Keep all open in tabs.
                            • B. Define a custom List View.
                            • C. Add History to the Utility bar.
                            • D. Use a second Console session.
                            Reveal Solution  Discussion  0

                            Correct Answer: C  🗳️

                            Question #2

                            Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely.
                            Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality?
                            Choose 2 answers

                            • A. Coach users on minimizing open console tabs.
                            • B. Allow the user to log into Live Agent from multiple browsers.
                            • C. Add additional components to the Lightning console.
                            • D. Ensure each laptop has a modern browser installed.
                            Reveal Solution  Discussion  0

                            Correct Answer: A,D  🗳️

                            Question #3

                            In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
                            What should a Consultant recommend to support this exercise?

                            • A. Use aFull copy sandbox for the DR exercise
                            • B. Use a Developer Pro sandbox for the DR exercise
                            • C. Use a Partial sandbox for the DR exercise
                            • D. Allow the exercise to be done in a Production instance
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

                            Question #4

                            Universal Containers has built a custom Visualforce page called "Knowledge" thatis used internally to access Classic Knowledge.
                            Which two steps must be taken to ensure the Visualforce page continues to work after migrating toLightning Knowledge?
                            Choose 2 answers

                            • A. Configure the Visualforce page to use the Lightning Design System.
                            • B. Remove Apex code references to the Article RecordType field.
                            • C. Remove Apex code references to the ArticleType field.
                            • D. Rename the Visualforce page to "Lightning Knowledge"
                            Reveal Solution  Discussion  0

                            Correct Answer: A,D  🗳️

                            Question #5

                            Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

                            • A. Percent of cases closed meeting the defined SLA
                            • B. Percent of cases closed with chatter posts
                            • C. Percent of cases closed with an attached article
                            • D. Percent of cases closed on first contact
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

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