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Salesforce ADM-261 Q&A - in .pdf
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 29, 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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Salesforce 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 29, 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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Salesforce ADM-261 Q&A - Testing Engine
- Exam Code: ADM-261
- Exam Name: Service Cloud Administration
- Updated: Sep 29, 2026
- Q & A: 359 Questions and Answers
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Industry Knowledge | 12% | - Contact Center Metrics and KPIs
|
| Implementation Strategies | 12% | - Service Cloud Deployment
|
| Intake and Interaction Channels | 10% | - Customer Support Channels
|
| Contact Center Analytics | 13% | - Reporting and Dashboards
|
| Service Cloud Solution Design | 15% | - Customer Service Experience Design
|
| Case Management | 13% | - Case Lifecycle Administration
|
| Entitlements and Service Levels | 3% | - Service Commitments
|
| Knowledge Management | 12% | - Salesforce Knowledge
|
| Integrations | 10% | - External System Connectivity
|
Salesforce Service Cloud Administration Sample Questions:
Question #1
You're working on a sales presentation for your customer - universal paper, you might want to add thetopic
#universal paper in your status update. What does the hashtag do?
- A. Deletes posts
- B. Tag another chatter user
- C. Returns a link that returns a post with the same reference
Correct Answer: C 🗳️
Question #2
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the lightning console that page.
- B. Configure lightning guidedengagement.
- C. Configure a chat validation rule.
- D. Customize the pre-chat form.
Correct Answer: D 🗳️
Question #3
An outsourced contact center islosing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Provideadditional training on tools and process
- B. Allow shift trading between agents
- C. Extend benefits to part-time agents
- D. Mix telephony interactions with email and chat
Correct Answer: B,C 🗳️
Question #4
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. Contact Salesforce to have Omni Channel enabled
- B. Assign Users to the Omni Channel Feature License
- C. Assign Users to Omni Channel permissions
- D. EnableOmni Channel by clicking Settings in Setup
Correct Answer: D 🗳️
Question #5
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Allow agents to create Knowledge articles when closing a case.
- B. Require agents to create Knowledge articles when opening a case.
- C. Add the Submit Feedback buttonon the Solutions tab.
- D. Add the Submit Feedback button to articles.
Correct Answer: A 🗳️
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