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.
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?
If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould aconsultant recommend?
Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers
Universal Containers is exploring ways to provide itscustomers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
Whatfunctionality should a consultant recommend to satisfy the UC's need?
Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.
What configuration should a consultant recommend?
Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating emailresponses to the related Salesforce case.
What should a Consultant recommend to address this issue?
The contact center at universal containers wants toincrease its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
UniversalContainers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?
Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores
Which two customer-related metrics should the customer support management analyze?
Choose 2 answers
At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultantrecommend to meet this requirement?
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options areavailable with Email-to-Case? (Choose 2)
Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?
