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ADM-261 Q&A - in .pdf
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 14, 2026
- Q & A: 359 Questions and Answers
- Convenient, easy to study.
Printable Salesforce ADM-261 PDF Format. It is an electronic file format regardless of the operating system platform.
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ADM-261 Value Pack
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- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
Online Testing Engine supports Windows / Mac / Android / iOS, etc., because it is the software based on WEB browser.- If you purchase Salesforce ADM-261 Value Pack, you will also own the free online Testing Engine.
- Updated: Sep 14, 2026
- Q & A: 359 Questions and Answers
- ADM-261 PDF + PC Testing Engine + Online Testing Engine
- Value Pack Total: $119.98 $79.99
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ADM-261 Q&A - Testing Engine
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 14, 2026
- Q & A: 359 Questions and Answers
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Topic 2: Integrations | 10% | - External System Connectivity
|
| Topic 3: Knowledge Management | 12% | - Salesforce Knowledge
|
| Topic 4: Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Topic 5: Entitlements and Service Levels | 3% | - Service Commitments
|
| Topic 6: Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Topic 7: Case Management | 13% | - Case Lifecycle Administration
|
| Topic 8: Implementation Strategies | 12% | - Service Cloud Deployment
|
| Topic 9: Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
Which method can be used to route cases from social channels?
- A. EnableSocial Network Profile and add workflow rules to the contact object.
- B. Enable Social Network Profile and add assignment rules to the case object.
- C. Enable Social Customer Service and add assignment rules to thecase object.
- D. use Twitter-to-case and add workflow rules to the case object.
Correct Answer: C 🗳️
Question #2
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. Case tabs with Account subtabs
- B. Account tabs and Casestab
- C. Account tab with Cases related list
- D. Account tabs with Case Subtabs
Correct Answer: C 🗳️
Question #3
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
- A. Create an agent profile for each channel grouping.
- B. Create an agent role for each channel grouping.
- C. Create a service cloud console to support all channel groupings.
- D. Create a unique case page layout for each channel grouping.
Correct Answer: D 🗳️
Question #4
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access toKnowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?
- A. Force.com Sites with Knowledge and Email-to-Case
- B. Force.com Sites with Knowledge and Web-to-Case
- C. Visualforce and Self-Service Portal
- D. Force.com Sites and High-Volume Customer Portal
Correct Answer: D 🗳️
Question #5
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Apex code must be used to update fields inthe database.
- B. Elements can beused to pass data to legacy systems.
- C. Apex code must be used to pass data to legacy systems.
- D. Only one version of a flow can be activated at a time.
- E. Elements can be used to update fields in the database.
Correct Answer: A,B,D 🗳️
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