Exams4Collection ADM-261 Dumps PDF - 100% Passing Guarantee
ADM-261 Braindumps Real Exam Updated on Nov 06, 2025 with 359 Questions
Earning the ADM-261 certification is a great way for individuals to demonstrate their expertise in Service Cloud Administration and improve their career prospects. Service Cloud Administration certification can help individuals stand out in a competitive job market and increase their earning potential. Additionally, it provides access to a network of certified professionals and resources that can help individuals stay up-to-date with the latest trends and best practices in Service Cloud Administration.
The ADM-261 exam is a multiple-choice exam that consists of 60 questions. Candidates are given 105 minutes to complete the exam, and they must score at least 65% to pass. ADM-261 exam can be taken online, and candidates can schedule it at a convenient time and location.
NEW QUESTION # 122
Which capabilities of the console can the company use to help improve its contact center performance?
(Choose 2)
- A. Indicates when records and lists are changed by others
- B. Allows Chatter Messenger to be used between agents
- C. Is available for users in the partner portal
- D. Displays records and their related items as tabs on one screen
Answer: B,D
NEW QUESTION # 123
Milestones can be added towhich three object types?
Choose 3 Answers
- A. Service
- B. Work order
- C. Account
- D. Case
- E. Entitlement
Answer: B,D,E
NEW QUESTION # 124
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
- A. Create geography-based roles to restrict access using data categories
- B. Create geography-based profiles to restrict access using data categories
- C. Create geography-based roles to restrict access by mapping article types
- D. Create geography-based profiles to restrict access by mappingarticle types
Answer: A
NEW QUESTION # 125
Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?
- A. Requires the use of Transport Layout Security (TLS)
- B. Handles more the 10,000 emails a day
- C. Accepts attachments from emails
- D. Accepts email attachments larger than 10 MB
Answer: D
NEW QUESTION # 126
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Interactive Voice Response
- B. Automatic Call Distribution
- C. Computer Telephony Integration
- D. Order ManagementSystem
Answer: A
NEW QUESTION # 127
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) fora customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Verification that sample data has been loaded
- B. Verification of the production migration checklist
- C. Approval of test scripts from the business lead
- D. Fund customer approval on training materials
Answer: A,C
NEW QUESTION # 128
A Service Rep transfers a Live Agent Chat to another Rep.
Which twothings will happened?
- A. The chat transcripts and case are transferred
- B. Both Service Reps can chat with the customer
- C. The Customer doesn't know they were transferred
- D. The Customer is shown the new Rep's name
Answer: A,D
NEW QUESTION # 129
Universal Containers is implementing a call centerusing CTI (Computer-telephony integration).
Which three items, at a minimum, must be implemented and deployed to ensure success?
Choose 3 answers
- A. Deploy Call Center Directory
- B. Configure call center definition
- C. Configure IVR auto response
- D. Install CTI adapter using open CTI
- E. Assign users to a call center
Answer: B,D,E
NEW QUESTION # 130
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status ofthose inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Enterprise admin
- B. Service Cloud portal (Customer Community)
- C. Sites
- D. Partner portal
Answer: C
NEW QUESTION # 131
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is created via Email-To-Case this user isassigned as the case owner
- B. When a case is escalated this user is listed in the case history
- C. When an email notification is triggered via workflow this user is listed in the case history
- D. When a case is automatically assigned using assignment rules this user is listed in the case history
- E. When a case is created via Web-To-Case this user is listed in the case history
Answer: B,D,E
NEW QUESTION # 132
Which metric influences customer satisfaction? Choose 2 answers
- A. After call work
- B. First call resolution
- C. Cost per call
- D. Call quality
Answer: B,D
NEW QUESTION # 133
A customer isplanning a Service Cloud implementation. The customer's current database has the following number of records:
* 10 million cases
* 1 million accounts
* 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
- A. Salesforce reporting speed may be affected
- B. Result may be slow when searching for records
- C. The Salesforce org may be slow during the data import
- D. Related lists on the case object may be slow to populate
Answer: A,B
NEW QUESTION # 134
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- B. Enable the self-serviceportal to generate logins for the hospital staff by region.
- C. Design a custom object to track credit requests and route them regionally using assignment rules
- D. Use cases to track the credit requests and route than to regional teams using assignment rules
Answer: D
NEW QUESTION # 135
Universal Containers plans to migrate data into SFDC from a legacy system. Which step should be taken beforeperforming the migration of the data (Choose 2)?
- A. Enable data validation rules
- B. Normalize database
- C. Perform data cleaning
- D. Develop data map
Answer: C,D
NEW QUESTION # 136
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them.Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of outbound calls per day
- B. Number of lead referrals
- C. Number of closed cases
- D. Number of attempts to contact
Answer: A,D
NEW QUESTION # 137
Universal Containers needs to ensure itis staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containersneed in order to gather this information? Choose 3 answers
- A. Automatic Call Distributor (ACD)
- B. Interactive Voice Response (IVR)
- C. Workflow Management (WFM)
- D. Chat log history
- E. Entitlements
Answer: A,C
NEW QUESTION # 138
Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?
- A. Macros
- B. Lightning Knowledge
- C. Visual Workflow
- D. Process Builder
Answer: D
NEW QUESTION # 139
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create an email alert notification for Case Teams.
- B. Create a case queue for all created or updated cases.
- C. Create a case report that displays all created or updated cases.
- D. Create a case list view that is filtered by My Case Teams.
Answer: A,B
NEW QUESTION # 140
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