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ADM-261 Salesforce Service Cloud Administration (SP25) Free Practice Exam Questions (2025 Updated)

Prepare effectively for your Salesforce ADM-261 Service Cloud Administration (SP25) certification with our extensive collection of free, high-quality practice questions. Each question is designed to mirror the actual exam format and objectives, complete with comprehensive answers and detailed explanations. Our materials are regularly updated for 2025, ensuring you have the most current resources to build confidence and succeed on your first attempt.

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Total 354 questions

A case has not been closed even after 30 days, but those cases canbe closed in 7 days. What should the consultant do toovercome this? choose 2 options

A.

Use auto response rule to send an email

B.

Use escalation rule to send an email

C.

Supervisors to investigate those cases

D.

Identify those cases and assign to the closure team

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

A.

Articles appearing in the Knowledge sidebar

B.

Products and assets associated to the case

C.

Knowledge articles attached to the case

D.

Contract details related to the entitlement

The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost ofservice in the contact centers? Choose 2 answers.

A.

Enable Chatter for agent collaboration.

B.

Create auto response templates for emails.

C.

Enable Knowledge in a Service Cloud portal.

D.

Enable Ideas in a ServiceCloud portal.

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

A.

Map articles with HTML sections to rich text area fields

B.

Use change sets to import data categories

C.

Create a separate .csv for each article type

D.

Use the data loader to import unstructured articles

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A.

Email to Case

B.

Chatter feeds

C.

Customer Portal

D.

Self Service Portal

Universal Containers (UC) has hired a consulting firm to implement its newService Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.

Which methodology should the Consultant recommend given the requirements?

A.

Force.com IDE

B.

Agile

C.

Kanban

D.

Waterfall

Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.

* Average handle time (AHT)

* Adherence to service level agreements (SLAs)

Which data source would Universal Containers need in order to gather this information? Choose 3 answers

A.

Automatic Call Distributor (ACD)

B.

Entitlements

C.

Workflow Management (WFM)

D.

Chat log history

E.

Interactive Voice Response (IVR)

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A.

To provide online security threat information

B.

To provide live and historical data on system performance

C.

To provide information planning planned maintenance

D.

To provide live support for system and data backup

E.

To provide best practices for continuity plans

The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

A.

Dynamic list updates

B.

Quick Text

C.

Multi -monitor support

D.

Keyboard Shortcuts

E.

Case hover

Auto Response rules work on which objects?

A.

Leads and Cases

B.

Leads and accounts

C.

Accounts and Opportunity

D.

Accounts and Cases

Universal Containers is bringing a new division under their existing Customer Service Contact Center. This will involve servicing several thousand new customers.

Which method should a consultant recommend for importing thisdata into universal containers service cloud instance

A.

Bulk Data Transfer API

B.

Java Language Specific Toolkit

C.

Data Integration via SOAP API

D.

Cloud-to-Cloud Integration Toolkit

A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A.

Number of Chatter files attached to cases.

B.

Number of published article views.

C.

Number of articles associated to cases.

D.

Number of content packs attached to cases.

E.

Number of successful keyword searches.

A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter

What should the Consultant recommend implementing in the Lightning Service Console?

A.

The Social Feed

B.

A Twitter Macro

C.

The Case Feed

D.

A Custom Component

The VP of Service at Universal Containers is looking forways to reduce contact center costs.

Which two metrics should the Consultant recommend?

Choose 2 answers

A.

First Call Resolution

B.

Average Handle Time

C.

Service-Level Agreements

D.

Time to Answer

Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the consultant suggest?

A.

On-Demand Email-to-case

B.

Standard email to case

C.

Web tocase forms

D.

Omni channel routing

What is a benefit of acustomer community? Choose 2 answers.

A.

Eliminates the need to track service level agreements

B.

Reducesincoming call volume

C.

Enables customers to log inquires without contacting an agent

D.

Eliminates the need for support agents

UniversalContainers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

A.

Create a custom list view for cases, contacts, and orders and pin them to the side bar.

B.

Enable the "Access Recent Items" user permission on the user profiles.

C.

Enable the "History" component within the Salesforce Console for Service.

D.

Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.

Universal Containers is implementing acall center using CTI (Computer-telephony integration).

Which three items, at a minimum, must be implemented and deployed to ensure success?

Choose 3 answers

A.

Configure call center definition

B.

Deploy Call Center Directory

C.

Install CTIadapterusing open CTI

D.

Configure IVR auto response

E.

Assign users to a call center

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

A.

A separate .csvimport file is uploaded for each data category

B.

Attachments and .html files must be referenced in acorresponding .zip file

C.

Each article must be associated to an article type

D.

One .csv import file is uploaded for all article types

E.

A separate .csv import file is uploaded for each article type

Universal Banking hascustomer support operations in both Canada and the United States. Compliance regulations are listed below.

* Agent users in Canada can only view articles pertaining to Canadian products

* Agent users in the US can only view articlespertaining to US-based products.

How should article visibility be configured to enforce the compliance rules?

A.

Create geography-based roles to restrict access using data categories

B.

Create geography-based profiles to restrict access by mapping articletypes

C.

Create geography-based profiles to restrict access using data categories

D.

Create geography-based roles to restrict access by mapping article types

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Total 354 questions
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