[UPDATED 2025] Free Salesforce ADM-261 Exam Questions Self-Assess Preparation
ADM-261 Free Sample Questions to Practice One Year Update
If you are looking to take the next step in your Salesforce career, obtaining a Salesforce ADM-261 Service Cloud Administration certification is an excellent choice. Service Cloud Administration certification will validate your knowledge, enhance your marketability to hiring managers, and make you stand out from your competition. With the rapid growth of Salesforce and its expanding customer base, having a Salesforce certification will give you an edge in the job market, enabling you to take on more critical roles and responsibilities in administering Salesforce applications.
The ADM-261 exam is a proctored, multiple-choice exam that consists of 60 questions to be completed within 105 minutes. ADM-261 exam fee is $200, and passing score is 65%. Candidates can take the exam either online or in a testing center. Salesforce recommends that candidates prepare for the exam by taking the Service Cloud Administration course and reviewing the Service Cloud Administration certification study guide. Passing the ADM-261 exam not only validates your expertise in Service Cloud administration but also opens up new opportunities for career advancement and higher salaries.
NEW QUESTION # 111
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. Onthe footer of the Lightning Console
- B. On a new tab in the agent's browser
- C. On the left sidebar of Salesforce Classic
- D. On the Highlights Panel of a Primary tab
Answer: A,C
NEW QUESTION # 112
Universal Containers would like for article to be different channel for social interactions.
What solutionshould a consultant recommend?
- A. Create a Chatter group andinvite the customer to join with an external chatter user.
- B. Set up insert Article into Social post and enable the customer community portal.
- C. Set up communication channel layouts in the object manager to use Insert Article into Social post.
- D. Create a Visualforce page on the customer community portal.
Answer: B
NEW QUESTION # 113
The Universal Containers sales team has been so successful insigning new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?
- A. Ask sales reps to respond to support Cases.
- B. Add more supportphone lines.
- C. Provide a self-help Customer Community.
- D. Limit Customers to 5 Cases per day.
Answer: C
NEW QUESTION # 114
UniversalContainers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average handle time
- B. Average speed to answer
- C. First contact resolution
- D. Escalation rate
Answer: A,C
NEW QUESTION # 115
What are three considerations when adding a report chart to aConsole Component? Choose 3 answers
- A. The report chart is added to the Page Layout.
- B. The report is a Summary or Matrix report.
- C. The report is shared with a Chatter Group.
- D. The report contains a chart.
- E. The report has a standard Report Type.
Answer: B,D
NEW QUESTION # 116
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier land know how far Tier l had progressed in troubleshooting?
- A. Lightning Guided Engagement
- B. Lightning Flow Component
- C. Path for Cases
- D. Service Console Macros
Answer: A
NEW QUESTION # 117
The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
- A. Implement Email-To-Case
- B. Implement Macros
- C. Enable the support setting for default email templates
- D. Implement Quick Text
- E. Enable the Support Process for default email templates
Answer: B,C,D
NEW QUESTION # 118
Universal Containers needs to customize Salesforce to improve itsSupport Agents' experience so they can work more efficiently.
Which two features requires Service Cloud?
- A. Access to Knowledge Articles
- B. Unique page layouts for each Case Record Type
- C. Open multiple case records as tabs and sub tabs
- D. Utility Bar
Answer: A,B
NEW QUESTION # 119
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 the Omni Channel Feature License
- B. Contact Salesforce to have Omni Channel enabled
- C. Assign Users to Omni Channel permissions
- D. Enable Omni Channel by clicking Settings in Setup
Answer: D
NEW QUESTION # 120
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use escalation rules for notifications and account teams to monitor cases.
- B. Use Process Builder for notifications and account teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and case teams to monitor cases.
Answer: C
NEW QUESTION # 121
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Ties the Chatter message to a topic
- B. Indicates a clickable URL hyperlink
- C. Links the Chatter message to Twitter
- D. Indicates the name of a groupin which to place the Chatter message
Answer: A
NEW QUESTION # 122
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footercomponents in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat feature license.
- B. Verify that users are assigned the chat user profile.
- C. Verify that users have access to the chat buttons.
- D. Verify that users have access to the chat public group.
Answer: A
NEW QUESTION # 123
The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case list view that is filtered by My Case Teams.
- B. Create a case report that displays all created or updated cases.
- C. Create a casequeue for all created or updated cases.
- D. Create an email alert notification for Case Teams.
Answer: C,D
NEW QUESTION # 124
Customer Community toprovide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
- A. Allows customers the ability to collaborate
- B. Allows customers to search a knowledge base.
- C. Allows customers to customize their user interface
- D. Allows customers to customize reports and dashboards
Answer: A,B
NEW QUESTION # 125
A Service Manager has just configured Live Agent at a company site. Now,the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
- A. verify that users have access to the Live Agent chat buttons.
- B. Verify that users have access to the Live Agent public group.
- C. Verify that users are assigned the Live Agent feature license.
- D. Verify that users are assigned the Live Agent user profile.
Answer: D
NEW QUESTION # 126
After migrating from Knowledge to Lightning Knowledge, Authors areunable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.
How should a consultant correct this problem
- A. Set article Org Wide Default to Public ReadWrite.
- B. Grant Authors access to the FaQ record type
- C. Grant Authors access to the FAQ article type.
- D. Add Authors to the FaQ Data Category.
Answer: B
NEW QUESTION # 127
For which purpose should a contact center use Visual Flow?
- A. To automate business processes for agents who troubleshoot customer support issues via phone
- B. To escalate to the support manager if it has been open for more than 72hours
- C. To assign follow-up tasks to an agent one week after a case is closed.
- D. To automatically assign cases to a specific queue based on the customer support level
Answer: A
NEW QUESTION # 128
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case AssignmentRules to use Queues.
- B. Configure Omni-Channel Routing Model as Least Active.
- C. Configure Case Assignment Rules to use Users.
- D. Configure Omni-Channel Routing Model as Most Available.
Answer: D
NEW QUESTION # 129
Which metric influences customer satisfaction? Choose 2 answers
- A. After call work
- B. Cost per call
- C. First call resolution
- D. Call quality
Answer: C,D
NEW QUESTION # 130
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
- A. Chatter Questions
- B. Communities
- C. Macros
- D. Field Service
- E. Public Knowledge
Answer: A,B,E
NEW QUESTION # 131
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?
- A. Social Persona tor Twitter and Facebook.
- B. Social Customer Service for Twitter and Facebook.
- C. Einstein Bot social queues.
- D. Social Media Marketing message tagging.
Answer: A
NEW QUESTION # 132
......
Salesforce ADM-261 exam is a certification that demonstrates proficiency in administering the Salesforce Service Cloud platform. ADM-261 exam is designed for individuals who have experience with Salesforce and are looking to specialize in the Service Cloud domain. The ADM-261 certification is a valuable asset for professionals looking to advance their careers in customer service, sales, or marketing.
Real exam questions are provided for Service Cloud Consultant tests, which can make sure you 100% pass: https://www.practicetorrent.com/ADM-261-practice-exam-torrent.html
Download ADM-261 exam with Salesforce ADM-261 Real Exam Questions: https://drive.google.com/open?id=1Zlt4OjYN_OA8lKM7tBfPro3HDElzjcOM