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2025 Exam ADM-261 Bible - Salesforce Service Cloud Administration - High-quality Latest ADM-261 Learning Material

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The ADM-261 exam covers a range of topics related to Service Cloud administration, including case management, knowledge management, contact center automation, and omni-channel routing. Additionally, the exam tests a candidate's ability to configure and customize Service Cloud to meet the unique needs of their organization. Successful candidates should be able to identify common Service Cloud use cases and apply best practices to optimize Service Cloud performance.

The ADM-261 exam consists of 60 multiple-choice questions, which need to be answered within 105 minutes. ADM-261 Exam covers various areas related to Service Cloud, such as case management, knowledge management, contact centers, and service console. Candidates need to score at least 65% to pass the exam and earn the certification. Service Cloud Administration certification is valid for three years, and candidates need to retake the exam or complete specific Trailhead modules to maintain their certification.

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Salesforce Service Cloud Administration Sample Questions (Q343-Q348):

NEW QUESTION # 343
Why would customer upgrade from self-service to customer portal (Choose 3)?

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

Answer: A,B,C

NEW QUESTION # 344
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 # 345
A company has these requirements for dealing with Cases:
- Handled efficiently and by the right agents
- Distributing the load so that agents do NOT have tomanually select the next Case to work Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

A. Route to agents with the least amount of active assigned work.
B. Route to agents with the most capacity to take on new work.
C. Route to agents staffing the assigned overflowqueues.
D. Route to agents with the most cases closed for that topic.

Answer: A,B

NEW QUESTION # 346
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

A. Create a SoftPhone layout and assign to user profiles
B. Assign the Salesforce CTI license to Salesforce users
C. Install an adapter fromAppExchange to work with third-party CTI systems
D. Assign the Salesforce users to the Call Center.
E. Use Apex to create an adapter to work with third-party CTI systems

Answer: A,C,D

NEW QUESTION # 347
When a Self Service Portal User adds a Case Comment the following actions take place:

A. A Workflow rules is activated
B. An email is automatically sent to the case owner
C. An Assignment Rule is Activated
D. None of the above

Answer: B

NEW QUESTION # 348
......

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