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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

Universal Containers has basicfield service requirements and has not yet deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case.

Whichsolution will create and route the field service dispatch record when the case is saved?

A.

Use a workflow rule with an action

B.

Use a validation rule

C.

Use a case assignment rule

D.

Use an Apex trigger

Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

A.

Assign user topublic group with access to the service console app

B.

Assign users a permission with access to the service console app

C.

Assign users a sharing rule with access to the service console app

D.

Assign users a profile with access to the service console app

The Contact Center at Universal Containers wants to increase its profit margins by promoting calldeflection within Service Cloud.

Which two solutions should a Consultant recommend? Choose 2 answers

A.

Knowledge Base

B.

Customer Community

C.

Automatic Call Distribution

D.

Service Cloud Console

Universal Containers wants to display a list of open cases, data forman external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?

A.

Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.

B.

Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge

C.

Configure the agent console and display the articles, case view, and external system custom object

D.

Create a custom Visualforce page to display case list view, external system, and knowledge articles

SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

A.

Use entitlements to define a process and milestones

B.

Use case teams to close

C.

Use escalation rules

Which metric influences customer satisfaction? Choose 2 answers

A.

After call work

B.

Cost per call

C.

First call resolution

D.

Call quality

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent onthe type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A.

Use Visualforce to create a wizard for each process

B.

Organize the fields on the page layout to match each process

C.

Use Visual Workflow to streamline the process

D.

Create a custom object for eachstep in the process

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A.

Use workflow rules to send an email to the customer

B.

Use escalation rules to assign the case to a case queue

C.

Use auto-response rules to send an email to the customer

D.

Use assignment rules toassign the case to a case queue

Universal containers hasimplemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

A.

Percent of cases closed with an attached article

B.

Percent of cases closed meeting the defined SLA

C.

Percent of cases closed with chatter posts

D.

Percent of cases closed on first contact

Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

A.

Number of article votes

B.

Number of customer ratings

C.

Number of approved articles

D.

Number of archived articles

A customer has a detailed question about product functionality. Thecustomer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A.

Mass email

B.

Communities

C.

Public groups

D.

Salesforce Chat

A company receives support requests through a variety of email addresses and web forms for different parts of the business.

Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

A.

Case Assignment Rules, Queues, Chatter Groups, Live Agent

B.

Case Assignment Rules, Queues, Public Groups, Omni-Channel

C.

Escalation Rules, Queues, Chatter Groups, Omni-Channel

D.

Escalation Rules, Queues, Public Groups, Live Agent

Which case submission process leverages Apex emailservices?

A.

Web-to-Case

B.

Email-to-Case

C.

On-demand Email-to-Case

D.

Case submitted using chat

Which two configuration steps are required before quick actions can be used in Macros?

A.

Global Actions needs on the publisher layout.

B.

Quick Actions must be enabled in the org.

C.

The specific quick action must be added to the case Feed.

D.

The specific quick action must be added to the case record Type.

Milestones can be added towhich three object types?

Choose 3 Answers

A.

Work order

B.

Case

C.

Service

D.

Entitlement

E.

Account

Universal containers uses social media to monitor new trends and issues that require a response by theircommunity team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

A.

Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue

B.

Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case

C.

Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case

D.

Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

A.

ChatQueue-based routing

B.

Case Skills-based Assignment Rules

C.

Omni-channel Queue-based routing

D.

Omni-channel Skills-based routing

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with theserestrictions?

A.

Customer Community

B.

Field Service Lightning

C.

SOS Video Chat

D.

Salesforce Knowledge

Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of thearticles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

A.

Contact Salesforce to send a report on article efficacy.

B.

Send out a monthly survey to customers requesting feedback.

C.

Install Knowledge Base Dashboards and Reports AppExchange package.

D.

Create a group of super users that will evaluate and manage articles.

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A.

Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B.

Plan and communicate the deployment to all users of the organization in advance.

C.

Select a window of time when users will NOT be making changes to the organization.

D.

Ensure all users refrain from logging into production for an entire day prior to deployment.

E.

Migrate atest deployment to a stagingenvironment for a smoother real-life experience.

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Total 354 questions
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