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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 Lightning Service Console featureshould be used to enable Service Reps to send emails with attachments to customers basedon the Case details?

A.

Process Builder

B.

Lightning Knowledge

C.

Macros

D.

Visual Workflow

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A.

Create escalation rules to re-assign cases after SLAs have expired.

B.

Enable the Service Cloud Console and Knowledge sidebar for agents.

C.

Create case teams and introduce swarming to resolve cases.

D.

Enable and use Chatter feed tracking on thecase object.

Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

A.

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

B.

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

C.

Enable the Knowledge sidebar setting in the case support settings.

D.

Create a Visualforce page called Knowledge sidebar on the case page layout.

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l hadprogressed in troubleshooting?

A.

Service Console Macros

B.

Lightning Guided Engagement

C.

Path for Cases

D.

Lightning Flow Component

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.

What is the best solution?

A.

Createmultiple agent console applications and configure the Iayout based on the user's requirements.

B.

Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

C.

Create case page layouts for each interactionchannel and assign them to different agent profiles.

D.

Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A.

It acts as anintermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

B.

It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

C.

It is based on the Salesforce CTI Toolkit and consists ofsource code, libraries, and files

D.

Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

E.

It does NOT require a software install for each call center user on a Windows-based PC.

UC must 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 problems account for less than 5% of the 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. What solution should a consultant recommend?

A.

Create a custom web service to handle invoice inserts and updates from the billing system

B.

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

C.

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

D.

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

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

A.

Data Cleansing

B.

Data Normalization

C.

Activate data validation rules

D.

Data mapping

Thelifecycle of a Knowledge article consists of five stages.

In which order does an article proceed through these stages?

A.

Create, approve, publish, consume, feedback

B.

Create, feedback, publish,approve, consume

C.

Create, publish, feedback, approve,consume

D.

Create, consume, feedback, approve, publish

A Company sells two products, each with its own maintenance schedule.

Which feature should a consultant recommend implementing to meet thisrequirement?

A.

Lightning Service Console

B.

An AppExchange Solution

C.

Field Service Lightning

D.

Customer Community

Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)

A.

Hire contact center representatives that specialize in each of the product categories.

B.

Make contact center representatives accessible 24/7 to distribute the call volume.

C.

Redirect users from the company site to social media forums about the products.

D.

Makeknowledge base articles and community answers accessible on its website.

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A.

The specific Quick Action must be added to the Case Feed.

B.

Global Actions need to be on the publisher layout.

C.

The specific Quick Action must be added to the Case record page.

D.

Quick Actions must be enabled in the org.

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A.

On autility bar of the Lightning App

B.

On a record Highlights Panel

C.

On a record Activity Feed list

D.

On the Calendar right hand panel

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

A.

Use an escalation rule to move cases into the product manager queue

B.

Use Chatter case feed and case teams to monitor cases

C.

Use anassignment rule to assign new cases to the product manager

D.

Use a workflow rule to send an email to the product manager

What is the primary function of a private branch exchange (PBX)?

A.

To receive multiple calls at one time

B.

To use speech recognition to direct calls

C.

To report the caller's background information

D.

To mate calls to different agents

A Knowledge administrator has created an article for a promotion that starts at the beginning of the followingmonth. How would the administrator ensure the article is available on the first of the month?

A.

Create a task related to the article with a reminderset for the article start date.

B.

Create a workflow rule to update the article status to Published on the article start date.

C.

Set the article publish date to automatically display the article on the start datE.

D.

Send an email reminder to update the article status to Published on the start date.

Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)

A.

Average days to close

B.

Average handle time

C.

Firstcall resolution

D.

Abandon rate

A customer has recently implemented an on-premise telephony system that is common in theindustry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend?

A.

Implement an on demand telephony solution provided by a vendor.

B.

Use a computer telephony integration (CTI) adapter that supports its telephony system.

C.

Create an API integration between Salesforce and the telephony system.

D.

Build a custom computer telephony integration (CTI) adapter using the Toolkit.

Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A.

Salesforce Knowledgebase

B.

Chatter Groups

C.

Field Service Lightning

D.

Service Cloud SOS

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A.

Number of Portal Logins per Day

B.

Knowledge Article Usage

C.

Average Call Handle Time

D.

Cases by Support Channels

E.

Escalated Calls

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Total 354 questions
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