2025 Efficient ADM-261: Test Service Cloud Administration Cram Pdf

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The ADM-261 certification exam consists of 60 multiple-choice questions, and candidates have 105 minutes to complete the exam. The passing score for the exam is 65%, and the exam fee is $200. Once candidates pass the certification exam, they will receive the Salesforce Certified Service Cloud Administrator credential, which is a valuable addition to their resume and can help them stand out from other professionals in the field.

The ADM-261 exam covers a range of topics related to Service Cloud administration, including case management, knowledge management, contact center automation, and omni-channel routing. Additionally, the exam tests a candidate's ability to configure and customize Service Cloud to meet the unique needs of their organization. Successful candidates should be able to identify common Service Cloud use cases and apply best practices to optimize Service Cloud performance.

Salesforce ADM-261 (Service Cloud Administration) Certification Exam is designed for professionals who are interested in expanding their knowledge and skills in the administration of Salesforce Service Cloud. Service Cloud Administration certification exam is ideal for individuals who are responsible for the administration, management, and configuration of Salesforce Service Cloud to meet the needs of their organization. ADM-261 exam covers a range of topics, including case management, service contracts, entitlements, knowledge management, and more.

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ADM-261 Test Lab Questions | Valid ADM-261 Test Papers

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Salesforce Service Cloud Administration Sample Questions (Q207-Q212):

NEW QUESTION # 207
UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement?
Choose 2 answers.

A. Implement Salesforce Knowledge on a portal
B. Enable service contracts and entitlements
C. Implement Service Cloud console to support agents
D. Leverage Live Agent for web-based chat

Answer: A,D

NEW QUESTION # 208
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of articles created by agent
B. Number of articles attached to a case
C. Number of solutions created by agent
D. Number of cases escalated by agent

Answer: A,B

NEW QUESTION # 209
Universal Containers' contact center would like to measure and communicatecase escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A. Create a case report with a custom summary formula to calculate the percentage of escalated cases
B. Create abucket field on a report to calculate the percentage of escalated cases
C. Create a daily snapshot report of all cases and calculate percentage of escalated cases
D. Create a formula field on the case record to calculate percentage of escalated cases

Answer: A

NEW QUESTION # 210
Open CTI allows Advanced Administrators and Developers to embed call controls in 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. On anew tab in the agent's browser
B. On the left sidebar of Salesforce Classic
C. On the Highlights Panel of a Primary tab
D. On the footer of the Lightning Console

Answer: B,D

NEW QUESTION # 211
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 Assignment Rules to use Queues.
B. Configure Omni-Channel Routing Model as MostAvailable.
C. Configure Omni-Channel Routing Model as Least Active.
D. Configure Case Assignment Rules to use Users.

Answer: B

NEW QUESTION # 212
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