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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

Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity? Choose 2 answers

A.

Enable templates for written responses.

B.

Increase the number of agents.

C.

Improve the agent interface.

D.

Employ surveys to confirm customer satisfaction.

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A.

Remove formula fields from filter criteria.

B.

Remove unnecessary columns from thereports.

C.

Remove date boundaries from filter criteria.

D.

Remove dashboards based on long-running reports.

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:

• Billing problemsaccount for less than 5% of calls.

• Billing data is stored in an external system containing over 20 million records.

• Agents do not want to maintain separate login sessions for Salesforce and the billing system.

Which two solutions should a consultant recommend? Choose 2 answers

A.

Use Lightning Connect to connect and access data in real-time from the billing system.

B.

Import payment data into Salesforce and add to the contact page layout as a related list.

C.

Create a Visualforce page that retrieves payment information via a Web Service call-out.

D.

Create a custom tab of type URL that displays a search page from the billing system.

Universal Containers wants to provide a more consistent service experience to itscustomers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? Choose 3 answers

A.

Users must use Lightning Experience.

B.

Publisher Actions used in the macros must be on the page layout.

C.

The Macros widget or utility must be added to the console.

D.

The Run Macros Permission must be granted to users.

E.

The Run Macros Action must be on the page layout.

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish thisrequirement? Choose 3 answers

A.

Omni-Channel

B.

Publisher Actions

C.

Macros

D.

Quick Text

E.

Chatter

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

A.

The report chart is added to the Page Layout.

B.

The report is shared with a Chatter Group.

C.

The report is a Summary or Matrix report.

D.

The report contains a chart.

E.

The report hasa standard Report Type.

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Page: 6 / 6
Total 354 questions
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