Weekend Sale - Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: xmaspas7

Easiest Solution 2 Pass Your Certification Exams

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.

Salesforce ADM-261 Premium Access     Download Demo    
Page: 4 / 6
Total 354 questions

The Support Manager at Universal Containers has determined that there are five common case types that arealways resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.

Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A.

Implement Quick Text

B.

Enable the Support Process for default email templates

C.

Implement Macros

D.

Implement Email-To-Case

E.

Enable the support setting for default email templates

KCS (knowledge centered support) what is it? Choose 2Answers

A.

Standard for managing customer support and delivery

B.

Method for social media management

C.

Share knowledge with the business partners

D.

Process for creating and maintaining knowledge

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

A.

Assign Users to Omni Channel permissions

B.

EnableOmni Channel by clicking Settings in Setup

C.

Assign Users to the Omni Channel Feature License

D.

Contact Salesforce to have Omni Channel enabled

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

A.

Assignthe Salesforce users to the Call Center.

B.

Install an adapter from AppExchange to work with third-party CTI systems

C.

Use Apex to create an adapter to work with third-party CTI systems

D.

Create a SoftPhone layout and assign to user profiles

E.

Assign the Salesforce CTI license to Salesforce users

Universal Containers wants toimplement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers

A.

A knowledge article life cycle that is implemented correctly the first time and does not need to change

B.

Reduced first contact resolution

C.

A knowledge article life cycle that evolves based on usage and demand

D.

Reducedissue resolution time

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case tocapture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

A.

Add the entitlements related list to contact records

B.

Add the entitlement contacts related list toaccount records

C.

Add the assets related list to contact records

D.

Add the service contract related list to contact records

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A.

Omni-ChannelUtility Component

B.

Cases report sorted by Rep and Case Owner

C.

Cases report sorted by Rep and Case CreatedDate

D.

Omni-Channel Supervisor tab

Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

A.

Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created

B.

Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created

C.

Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created

D.

Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? Choose 3 answers

A.

Omni-Channel

B.

Page Layouts

C.

Record Types

D.

Support Processes

E.

Article Types

Universal Containers Call Center Agents have limited visibility to customer supportlevels, resulting in inconsistent response times andlengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A.

Configure AssignmentRules based on Case Priority.

B.

Add the Entitlements related list to the Account Page Layout.

C.

Create a Report of all active Entitlements grouped by Customers.

D.

Configure Success, Warning, and Violation Actions for Milestones.

Which solution should a consultant recommend?

A.

Enable the knowledge sidebar related list on the case page layout.

B.

Create a visualforce page called knowledge sidebar on the case page layout.

C.

Enable the knowledge sidebar setting in the case support settings.

D.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

E.

Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact centermanager analyze? Choose 3 answers

A.

Number of open cases per day

B.

Number of new customers added

C.

Number of closedcases on first call

D.

Average number of days to close cases

E.

Number of cases escalated

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal?

Choose 2 answers

A.

Representing metrics such as first-response and resolution time on cases

B.

Monitoring the case escalationrule queue toconfirm service levels are met

C.

Identifying the customer contact associated with a particular stage of a service contract

D.

Displaying whether a case response complies with a customer's service level agreement

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A.

Approval Process that assigns an Article to a Reviewer Queue.

B.

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

C.

Validation Rules for article record types to verify all fields during creation.

D.

Data Category to assign an article record type to a Reviewer.

Universal container support manager wants to share product specific information with their customersusing communities. Choose 3 Answers

A.

Publish articles to external channels

B.

Assign article types to the communities

C.

Enable public solutions.

D.

Configure content library permissions

E.

Enable article deliveries

A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

A.

Create Knowledge Articles and publish internally and publicly.

B.

Configure IVR routing to bypass Tier 1 for the product line.

C.

Configure Omni-channel to assign cases directly to Tier 2.

D.

Create a dashboard to track and manage call volumes by type.

WhenService Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

A.

Account tabs and Casestab

B.

Case tabs with Account subtabs

C.

Account tab with Cases related list

D.

Account tabs with Case Subtabs

In order to satisfy the internal Enterprise Securityrequirements, Universal Containers would like to conduct a Disaster Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.

What should a Consultant recommend to support this exercise?

A.

Allow the exercise to be done in a Production instance

B.

Use aFull copy sandbox for the DR exercise

C.

Use a Partial sandbox for the DR exercise

D.

Use a Developer Pro sandbox for the DR exercise

Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

A.

Implement an adapter using the Telephony API.

B.

Move to a cloud -based telephony system.

C.

Implement an adapter built on Open CTI.

D.

Build an adapter using the telephony vendor's toolkit.

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end thechat and close the case.

Which two features should a Consultant recommend to address this concern? Choose 2 answers

A.

Visual Workflow

B.

Lightning Guided Engagement

C.

Quick Text

D.

Macros

Salesforce ADM-261 Premium Access     Download Demo    
Page: 4 / 6
Total 354 questions
Copyright © 2014-2025 Solution2Pass. All Rights Reserved