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Salesforce 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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- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
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- Updated: Sep 14, 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 14, 2026
- Q & A: 359 Questions and Answers
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Knowledge Management | 20% | - Lightning Knowledge setup
|
| Topic 2: Self-Service and Communities | 10% | - Experience Cloud setup
|
| Topic 3: Integration and Automation | 5% | - Third-party integrations
|
| Topic 4: Case Management | 25% | - Service level management
|
| Topic 5: Analytics and Reporting | 10% | - Service-specific reports
|
| Topic 6: Omni-Channel Routing | 15% | - Setup and configuration
|
| Topic 7: Service Cloud Console | 15% | - Integration and extensions
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Escalation rate
- B. Average handle time
- C. First contact resolution
- D. Averagespeed to answer
Correct Answer: B,C 🗳️
Question #2
Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?
- A. Telesales center
- B. Telemarketing center
- C. Human Resources (HR) help desk
- D. Information Technology (IT) help desk
Correct Answer: D 🗳️
Question #3
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- B. It acts as anintermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
- C. It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files
- D. It does NOT require a software install for each call center user on a Windows-based PC.
- E. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
Correct Answer: A,B,C 🗳️
Question #4
Thecost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Enable Chatter for agent collaboration
- B. Enable Ideas in a customer portal
- C. Create auto-response templates for incoming emails
- D. Enable Live Agent to handle incoming service inquiries
Correct Answer: A,D 🗳️
Question #5
Universal Containers has anupcomingmaintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Review existing cases for an account.
- B. Run and view Salesforce reports.
- C. Post report information on Chatter.
- D. Update case data for a customer.
Correct Answer: A,B 🗳️
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