Purchase Salesforce : ADM-261 Exam Materials and then pass exam easily
Last Updated: Nov 07, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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Salesforce ADM-261 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Service Analytics and Reporting | - Reports and dashboards
|
| Topic 2: Service Cloud Fundamentals | - Case Management
|
| Topic 3: Service Process Automation | - Service Level Management
|
| Topic 4: Customer Service Channels | - Digital Engagement
|
| Topic 5: Knowledge Management | - Salesforce Knowledge
|
Salesforce Service Cloud Administration Sample Questions:
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 Omni-Channel Routing Model as MostAvailable.
- B. Configure Case Assignment Rules to use Users.
- C. Configure Case Assignment Rules to use Queues.
- D. Configure Omni-Channel Routing Model as Least Active.
Correct Answer: A 🗳️
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
- A. Create an FAQ article type and configure theenable suggested articles option in support settings.
- B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
- C. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
- D. Define a data category called FAQ and assign category visibility to users in the contact centre role.
Correct Answer: B 🗳️
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.
What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Hire contact center representatives that specialize in each of the product categories.
- B. Make contact center representatives accessible 24/7 to distribute the call volume.
- C. Makeknowledge base articles and community answers accessible on its website.
- D. Redirect users from the company site to social media forums about the products.
Correct Answer: C 🗳️
What is arecommended way to migrate data from an external system while ensuring that the data adheres to data qualityrules established for the Salesforce org?
- A. Cleanse the data outside of Satesfbrce and then migrate the data.
- B. Use the Salesforce data loader to load and cleanse the data.
- C. Use the Salesforce import wizard to load and cleanse the data.
- D. Upload thedata into Salesforce and then run data cleansing tools.
Correct Answer: A 🗳️
Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.
- A. Remove formula fields from filter criteria.
- B. Remove date boundaries from filter criteria.
- C. Remove dashboards based on long-running reports.
- D. Remove unnecessary columns from thereports.
Correct Answer: A 🗳️
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