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2025 ADM-261: Service Cloud Administration Pass-Sure Exam Objectives
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The ADM-261 exam consists of 60 multiple-choice questions that must be completed within 105 minutes. ADM-261 exam is designed to test the candidate's knowledge in various areas related to Service Cloud Administration, including managing cases, configuring and managing entitlements, configuring and managing knowledge, and configuring and managing service contracts. ADM-261 Exam also covers topics such as managing communities, configuring and managing live agent and omnichannel, and configuring and managing Salesforce Console for Service.
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The ADM-261 exam is a proctored, multiple-choice exam that consists of 60 questions to be completed within 105 minutes. ADM-261 exam fee is $200, and passing score is 65%. Candidates can take the exam either online or in a testing center. Salesforce recommends that candidates prepare for the exam by taking the Service Cloud Administration course and reviewing the Service Cloud Administration certification study guide. Passing the ADM-261 Exam not only validates your expertise in Service Cloud administration but also opens up new opportunities for career advancement and higher salaries.
Salesforce Service Cloud Administration Sample Questions (Q226-Q231):
NEW QUESTION # 226
A customer calls the service desk at UniversalContainers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
- A. Add the entitlement contacts related list to account records
- B. Add the entitlements related list to contact records
- C. Add the assets related list to contact records
- D. Add the service contract related list to contact records
Answer: B
NEW QUESTION # 227
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Publish a Managed Package
- B. Use a Change Set
- C. Create an Unmanaged Package
- D. Manually re-create the Permission Sets
Answer: B
NEW QUESTION # 228
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Require agents to create Knowledge articles when opening a case.
- B. Add the Submit Feedback button to articles.
- C. Allow agents to create Knowledge articles when closing a case.
- D. Add the Submit Feedback buttonon the Solutions tab.
Answer: C
NEW QUESTION # 229
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. Service Cloud portal (Customer Community)
- B. Enterprise admin
- C. Partner portal
- D. Sites
Answer: D
NEW QUESTION # 230
The contact center manager at Universal Containers is concernedthat the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?
- A. Skills -based routing
- B. Interactive voice response
- C. Workforce management
- D. Private branch exchange
Answer: A
NEW QUESTION # 231
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