Salesforce ADM-261 Actual Free Exam Questions & Community Discussion

Exam Code/Number: ADM-261
Exam Name/Title: Service Cloud Administration
Certification Provider: Salesforce
Corresponding Certification: Service Cloud Consultant

Exam Questions: 359
Updated On: Sep 08, 2026

Question #1

Using standard case management capabilities, what can be emailed to a customer as a PDFattachment?

A. Products and assets associated to the case

B. Knowledge articles attached to the case

C. Articles appearing in the Knowledge sidebar

D. Contract details related to the entitlement

Discussion 0

Correct Answer: B Vote an answer

Question #2

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultantrecommend to meet this requirement?

A. Implement Field Service Lightning.

B. Integrate with an enterprise resource planning system.

C. Configure Visual Flows on Salesforce mobile.

D. Develop and publish a knowledge management system

Discussion 0

Correct Answer: B Vote an answer

Question #3

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A. Open cases by reason.

B. Cases created by type.

C. Average case stage duration.

D. Case volume by channel.

Discussion 0

Correct Answer: C Vote an answer

Question #4

Which two capabilities of Salesforce Knowledge ensure accuratecontent inArticles?
Choose 2 answers

A. Approval Process thatassigns an Article to a Reviewer Queue

B. Validation Rules for Article Types to verify all fields during creation

C. Knowledge Action to Publish an Article once the Article is approved

D. Data Category to assign an Article Type to a Reviewer

Discussion 0

Correct Answer: B,D Vote an answer

Question #5

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A. Visualforce page APEX SOAP async callout

B. Workflow-driven outbound messaging

C. Schedule batch Apex processing job

D. RESTful services with GET, POST, or PUT

Discussion 0

Correct Answer: B Vote an answer

Question #6

What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?

A. Customize the Lightning Console chat page.

B. Configure a Live Chat Validation Rule.

C. Configure Lightning Guided Engagement.

D. Customize the Pre-chat form.

Discussion 0

Correct Answer: D Vote an answer

Question #7

Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate.
What can be done to improve the first call resolution rate? Choose 2 answers.

A. Hire additional support agents

B. Reduce the cost per call

C. Align agent performance goals with KPIs

D. Train support agents

Discussion 0

Correct Answer: C,D Vote an answer

Question #8

Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?

A. Email-to-Case

B. Salesforce for Outlook

C. On-Demand Email-to-Case

D. Web-to-Case

Discussion 0

Correct Answer: A Vote an answer

Question #9

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which three benefits can be expected from KCS adoption? Choose 3 answers

A. Optimized useof resources

B. Reduced support channels

C. Increased call routing accuracy

D. Increased call deflection

E. Reducedissue resolution time

Discussion 0

Correct Answer: A,B,E Vote an answer

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