Salesforce ADM-261 dumps - in .pdf

ADM-261 pdf
  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Sep 30, 2026
  • Q & A: 359 Questions and Answers
  • PDF Price: $59.99

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  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Version: V13.35   Updated: Sep 30, 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
  • Version: V13.35   Updated: Sep 30, 2026
  • Q & A: 359 Questions and Answers
  • Software Price: $59.99
  • Testing Engine

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Salesforce ADM-261 Exam Syllabus Topics:

SectionWeightObjectives
Knowledge Management20%- Lightning Knowledge setup
  • 1. Article types and data categories
    • 2. Publishing and approval processes
      - Knowledge usage and integration
      • 1. Case and knowledge association
        • 2. Knowledge-Centered Support (KCS) best practices
          Omni-Channel Routing15%- Setup and configuration
          • 1. Routing models and capacity
            • 2. Presence configurations
              - Workload management
              • 1. Skills-based routing
                • 2. Queue and agent assignment
                  Service Cloud Console15%- Integration and extensions
                  • 1. Live Agent / Chat deployment
                    • 2. Open CTI and telephony integration
                      - Console configuration
                      • 1. Utility bar and productivity tools
                        • 2. Custom navigation and layouts
                          Case Management25%- Support processes and record types
                          • 1. Case lifecycle and status management
                            • 2. Automation: assignment rules, escalation rules, queues
                              - Service level management
                              • 1. Entitlements and service contracts
                                • 2. Milestones and timeline tracking
                                  Analytics and Reporting10%- Dashboards and KPIs
                                  • 1. Trend analysis and forecasting
                                    • 2. Service level agreement monitoring
                                      - Service-specific reports
                                      • 1. Case volume and resolution metrics
                                        • 2. Agent performance tracking
                                          Self-Service and Communities10%- Experience Cloud setup
                                          • 1. Site creation and branding
                                            • 2. Case and knowledge access
                                              - Self-service features
                                              • 1. Chat and bot integration
                                                • 2. Web-to-Case and Email-to-Case
                                                  Integration and Automation5%- Flow for Service
                                                  • 1. Process automation design
                                                    - Third-party integrations
                                                    • 1. CTI and telephony systems

                                                      Salesforce Service Cloud Administration Sample Questions:

                                                      Question #1

                                                      A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

                                                      • A. Mass email
                                                      • B. Public groups
                                                      • C. Communities
                                                      • D. Salesforce Chat
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: C,D  🗳️

                                                      Question #2

                                                      Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

                                                      • A. Open CTI
                                                      • B. Salesforce for Twitter
                                                      • C. Live Agent
                                                      • D. Salesforce Knowledge
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: D  🗳️

                                                      Question #3

                                                      Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selectedwill meet its requirements.
                                                      Which customer requirement would require the use of Email-to-Case?

                                                      • A. Requires the use of Transport LayoutSecurity (TLS)
                                                      • B. Handles more the 10,000 emails a day
                                                      • C. Accepts attachments from emails
                                                      • D. Accepts email attachments larger than 10 MB
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: D  🗳️

                                                      Question #4

                                                      Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

                                                      • A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
                                                      • B. Create a custom Visualforce page to display case list view, external system, and knowledge articles
                                                      • C. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
                                                      • D. Configure the agent console and display the articles, case view, and external system custom object
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: A  🗳️

                                                      Question #5

                                                      WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account.
                                                      How should a Consultant configure the Lighting Service Console to support this requirement?

                                                      • A. Account tabs and Casestab
                                                      • B. Account tab with Cases related list
                                                      • C. Account tabs with Case Subtabs
                                                      • D. Case tabs with Account subtabs
                                                      Reveal Solution  Discussion  0

                                                      Correct Answer: B  🗳️

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