Salesforce ADM-261 dumps - in .pdf

ADM-261 pdf
  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Sep 13, 2026
  • Q & A: 359 Questions and Answers
  • PDF Price: $59.99
  • Free Demo

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  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Sep 13, 2026
  • Q & A: 359 Questions and Answers
  • PDF Version + PC Test Engine + Online Test Engine
  • Value Pack Total: $119.98  $79.99
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Salesforce ADM-261 dumps - Testing Engine

ADM-261 Testing Engine
  • Exam Code: ADM-261
  • Exam Name: Service Cloud Administration
  • Updated: Sep 13, 2026
  • Q & A: 359 Questions and Answers
  • Software Price: $59.99
  • Testing Engine

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Salesforce ADM-261 Exam Syllabus Topics:

SectionObjectives
Customer Service Channels- Call Center Integration
  • 1. CTI integration concepts
    - Digital Engagement
    • 1. Chat and messaging channels
      • 2. Email-to-case and web-to-case
        Knowledge Management- Salesforce Knowledge
        • 1. Knowledge data model
          • 2. Article lifecycle
            Service Analytics and Reporting- Reports and dashboards
            • 1. Service KPIs tracking
              Service Cloud Fundamentals- Case Management
              • 1. Assignment rules and escalation rules
                • 2. Case lifecycle and automation
                  - Service Console and User Interface
                  • 1. Navigation and productivity features
                    • 2. Console app configuration
                      Service Process Automation- Service Level Management
                      • 1. Entitlements and milestones
                        - Omni-Channel Routing
                        • 1. Routing configuration
                          • 2. Workload management

                            Salesforce Service Cloud Administration Sample Questions:

                            Question #1

                            Universal Containers is implementing acall center using CTI (Computer-telephony integration).
                            Which three items, at a minimum, must be implemented and deployed to ensure success?
                            Choose 3 answers

                            • A. Configure IVR auto response
                            • B. Assign users to a call center
                            • C. Install CTIadapterusing open CTI
                            • D. Configure call center definition
                            • E. Deploy Call Center Directory
                            Reveal Solution  Discussion  0

                            Correct Answer: B,C,D  🗳️

                            Question #2

                            UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

                            • A. Track social sentiment across social media outlets
                            • B. Hire more agents for the contact centers
                            • C. Improve the training provided to existing agents
                            • D. Configure entitlements and milestones to enforce SLAs
                            Reveal Solution  Discussion  0

                            Correct Answer: B,C  🗳️

                            Question #3

                            Contact Center management must be notified whenever an Open Case has not been touched for 24 hours.
                            Which feature should aConsultant use to meet this requirement?

                            • A. Scheduled Reports
                            • B. Milestone Actions
                            • C. Process Builder Scheduled Actions
                            • D. Time-based Workflow Rules
                            Reveal Solution  Discussion  0

                            Correct Answer: A  🗳️

                            Question #4

                            Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

                            • A. Tiered data strategy
                            • B. Divisions
                            • C. Custom search
                            • D. Record types
                            • E. Custom indexes
                            Reveal Solution  Discussion  0

                            Correct Answer: A,B,E  🗳️

                            Question #5

                            The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should becompleted prior to UAT? (Choose 2)

                            • A. Verification of the production migration checklist
                            • B. Verification that sample data has been loaded
                            • C. Fund customer approval on training materials
                            • D. Approval of test scripts from the business lead
                            Reveal Solution  Discussion  0

                            Correct Answer: B,D  🗳️

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