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2025 Pass-Sure ADM-261–100% Free Practice Questions | ADM-261 New Test Camp

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Salesforce ADM-261: Service Cloud Administration is an important certification exam that focuses on the administration of Salesforce Service Cloud. Passing ADM-261 Exam is a requirement for obtaining the Salesforce Certified Service Cloud Consultant certification, which is highly valued in the industry.

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Salesforce ADM-261 Exam, also known as the Service Cloud Administration exam, is an industry-recognized certification that validates the skills and knowledge of professionals in managing and administering Service Cloud applications. ADM-261 exam is designed for individuals who are responsible for configuring and managing a Service Cloud environment, including case management, contact center operations, and service console customization. It is an advanced-level certification that requires candidates to have a deep understanding of Salesforce Service Cloud features, functionality, and best practices.

Salesforce Service Cloud Administration Sample Questions (Q81-Q86):

NEW QUESTION # 81
Why would customer upgrade from self-service to customer portal (Choose 3)?

A. Simpler and easier to configure
B. Access to custom objects
C. Branded site
D. Better reporting

Answer: B,C,D

NEW QUESTION # 82
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP ofService is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?

A. Set up a private Knowledge Base toprovide FAQs to customers affected by the recall to defect call.
B. Set up IVR with an automated response for customers affected by the recall to defect calls.
C. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
D. Set up a customer survey for customers calling in to identify the severity and impact of the recall.

Answer: B

NEW QUESTION # 83
When Service 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. Case tabs with Account subtabs
B. Account tabs and Cases tab
C. Account tab with Cases related list
D. Account tabs with Case Subtabs

Answer: C

NEW QUESTION # 84
What metrics should a contact centermanager consider to measure adoption of Salesforce Knowledge?
(Choose 2)

A. Number of articles attached to a case
B. Number of articles created by agent
C. Number of cases escalated by agent
D. Number of solutions created by agent

Answer: A,B

NEW QUESTION # 85
Open CTI allows Advanced Administrators and Developers to embed call controlsin an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers

A. On the left sidebar of Salesforce Classic
B. Onthe footer of the Lightning Console
C. On a new tab in the agent's browser
D. On the Highlights Panel of a Primary tab

Answer: A,B

NEW QUESTION # 86
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