Study with ADM-261 Actual Test Questions
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Updated: May 31, 2026
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Salesforce Service Cloud Administration Sample Questions:
1. Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
A) Configure Case Assignment Rules to use Queues.
B) Configure Omni-Channel Routing Model as MostAvailable.
C) Configure Omni-Channel Routing Model as Least Active.
D) Configure Case Assignment Rules to use Users.
2. Which solution should a consultant recommend?
A) Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
B) Enable the knowledge sidebar related list on the case page layout.
C) Enable the knowledge sidebar setting in the case support settings.
D) Create a visualforce page called knowledge sidebar on the case page layout.
E) Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
3. UC's support team requires its customers to submit their support inquiriesvia free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
A) Web-to-Case
B) Email-to-Case
C) Customer Chatter groups
D) On-Demand Email-to-Case
4. Universal Containers is launching a full line ofnew products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
A) Use Process Builder for notifications and account teams to monitor cases.
B) Use Process Builder for notifications and case teams to monitor cases.
C) Use escalation rules for notifications and case teams to monitor cases.
D) Use escalation rules for notifications and account teams to monitor cases.
5. Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
A) Entitlements
B) Case Escalation
C) Omni-Channel
D) Case Milestones
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: D | Question # 4 Answer: B | Question # 5 Answer: A |
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