Latest PDF of ADM-261: Service Cloud Administration

Service Cloud Administration Practice Test

ADM-261 test Format | Course Contents | Course Outline | test Syllabus | test Objectives

Exam Details for ADM-261 Service Cloud Administration:

Number of Questions: The test consists of approximately 60 multiple-choice and multiple-select questions.

Time Limit: The total time allocated for the test is 105 minutes (1 hour and 45 minutes).

Passing Score: To pass the exam, you must achieve a minimum score of 65%.

Exam Format: The test is conducted online and is proctored. You will be required to answer the questions within the allocated time frame.

Course Outline:

1. Service Cloud Overview:
- Introduction to Service Cloud and its features
- Differentiate between standard and custom objects in Service Cloud

2. Service Cloud Console:
- Understand the Service Console and its capabilities
- Configure console components and settings
- Customize the console layout and design

3. Service Cloud Data Model:
- Understand the data model for cases, accounts, contacts, and assets
- Configure and manage case assignment rules
- Set up and use case escalation rules

4. Service Cloud Automation:
- Create and manage workflows and process builder in Service Cloud
- Use escalation rules and auto-response rules to automate case management
- Implement entitlement processes for service level agreements (SLAs)

5. Service Cloud Security and Access:
- Configure profiles and permission sets for Service Cloud users
- Define data sharing rules and roles
- Implement field-level security and record-level security

6. Service Cloud Analytics and Reporting:
- Create and customize reports and dashboards for service metrics
- Understand and utilize Service Cloud Einstein Analytics features
- Monitor and track agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies:
- Understand best practices for Service Cloud implementation
- Plan and execute a successful Service Cloud deployment
- Manage change and adoption within the organization

Exam Objectives:

1. Understand the core features and components of Service Cloud.
2. Configure and customize the Service Console to meet specific business requirements.
3. Manage and automate case management processes using workflows, process builder, and rules.
4. Implement security measures and control access to Service Cloud data.
5. Generate reports and dashboards to monitor service metrics and agent performance.
6. Develop and execute a Service Cloud implementation strategy based on best practices.

Exam Syllabus:

The test syllabus covers the following topics:

1. Service Cloud Overview
- Standard and custom objects
- Service Cloud features and benefits

2. Service Cloud Console
- Console components and settings
- Console layout and design customization

3. Service Cloud Data Model
- Cases, accounts, contacts, and assets
- Case assignment and escalation rules

4. Service Cloud Automation
- Workflows and process builder
- Escalation rules and auto-response rules
- Entitlement processes

5. Service Cloud Security and Access
- Profiles and permission sets
- Data sharing rules and roles
- Field-level security and record-level security

6. Service Cloud Analytics and Reporting
- Reports and dashboards customization
- Service Cloud Einstein Analytics
- Agent performance and customer satisfaction metrics

7. Service Cloud Implementation Strategies
- Best practices for implementation
- Deployment planning and execution
- Change management and adoption strategies

100% Money Back Pass Guarantee

ADM-261 PDF sample Questions

ADM-261 sample Questions

ADM-261 Dumps ADM-261 Braindumps
ADM-261 practice questions ADM-261 practice questions ADM-261 genuine Questions
killexams.com Salesforce ADM-261
Service Cloud Administration
https://killexams.com/pass4sure/exam-detail/ADM-261
Question: 91
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product.
How should a consultant recommend that Knowledge be configured? Choose 3 answers.
A . Configure workflow rules for each data category
B . Configure article types for each kind of content C . Define approval processes for eacharticle type D . Define approval processes for each product
E . Configure data category values for each product
Answer: A,B,E
Question: 92
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
A . Activate Knowledge One within the Salesforce Console for Service.
B . Create a Knowledge Visualforce component on the case detail page. C . Activate Knowledge One on the case detail page.
D . Create a Knowledge Visualforce component within the Salesforce Console for Service.
Answer: A
Question: 93
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCSadoption? Choose 2 answers
A . A knowledge article life cycle that is implemented correctly the first time and does not need to change B . Reduced first contact resolution
C . A knowledge article life cycle that evolves based on usage and demand D . Reduced issue resolution time
Answer: B,D
Question: 94
Universal Container�s agent�s need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent�s requirements? Choose 2 answers
A . Add multiple ELSE IF blocks after the IF block
B . Add conditional logic to the instructions
C . Create a formula to build the macro logic around D . Add a formula block to the macro
Answer: C,D
Question: 95
Which two configuration steps are required before quick actions can be used in Macros? A . Global Actions needs on the publisher layout.
B . Quick Actions must be enabled in the org.
C . The specific quick action must be added to the case Feed.
D . The specific quick action must be added to the case record Type.
Answer: B,C
Question: 96
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
A . Customize the lightning console that page. B . Configure a chat validation rule.
C . Customize the pre-chat form.
D . Configure lightning guided engagement.
Answer: C
Question: 97
In order to satisfy the internal Enterprise Security requirements, Universal Containers would like to conduct a Disaster
Recovery and Business Continuity exercise with Salesforce. This would involve taking the production copy and making sure agents can work from the production copy until production is restored. The results of the exercise are provided to Enterprise Security as part of an annual audit.
What should a Consultant recommend to support this exercise? A . Allow the exercise to be done in a Production instance
B . Use a Full copy sandbox for the DR exercise C . Use a Partial sandbox for the DR exercise
D . Use a Developer Pro sandbox for the DR exercise
Answer: B
Question: 98
A client�s Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations? A . Create Knowledge Articles and publish internally and publicly.
B . Configure IVR routing to bypass Tier 1 for the product line. C . Configure Omni-channel to assign cases directly to Tier 2.
D . Create a dashboard to track and manage call volumes by type.
Answer: A
Question: 99
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement? A . Implement Field Service Lightning.
B . Integrate with an enterprise resource planning system. C . Develop and publish a knowledge management system D . Configure Visual Flows on Salesforce mobile.
Answer: B
Question: 100
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness? A . Contact Salesforce to send a report on article efficacy.
B . Send out a monthly survey to customers requesting feedback.
C . Install Knowledge Base Dashboards and Reports AppExchange package. D . Create a group of super users that will evaluate and manage articles.
Answer: C

Killexams VCE test Simulator 3.0.9

Download Killexams-Exam-Simulator-3.0.9.rar

Killexams has introduced Online Test Engine (OTE) that supports iPhone, iPad, Android, Windows and Mac. ADM-261 Online Testing system will helps you to study and practice using any device. Our OTE provide all features to help you memorize and practice questions Questions and Answers while you are travelling or visiting somewhere. It is best to Practice ADM-261 test Questions so that you can answer all the questions asked in test center. Our Test Engine uses Questions and Answers from genuine Service Cloud Administration exam.

Killexams Online Test Engine Test Screen

Killexams Online Test Engine Progress Chart

Killexams Online Test Engine Test History Graph

Killexams Online Test Engine Performance History

Killexams Online Test Engine Result Details

Online Test Engine maintains performance records, performance graphs, explanations and references (if provided). Automated test preparation makes much easy to cover complete pool of questions in fastest way possible. ADM-261 Test Engine is updated on daily basis.

Most latest Questions of ADM-261 test are given at killexams.com

At killexams.com, we deliver thoroughly valid Salesforce ADM-261 Free PDF that are exactly the same as the real test Questions and Answers required for passing the ADM-261 exam. We enable individuals to get ready to prepare our ADM-261 Question Bank questions and certify, which is an excellent choice to speed up your position as an expert in an organization.

Latest 2025 Updated ADM-261 Real test Questions

If you're confident about passing the Salesforce ADM-261 test to land a good job, then registering at killexams.com is the way to go. They have a team of experts working to collect real ADM-261 test questions for you. You'll have access to Service Cloud Administration test questions to ensure that you pass the ADM-261 exam. You can obtain updated ADM-261 test questions each time for 100% free. While there are several organizations offering ADM-261 study materials, only valid and up-to-date [YEAR] ADM-261 PDF Download matters. So, before relying on free ADM-261 Exam Questions available on the web, it's better to reconsider killexams.com.

Killexams Review | Reputation | Testimonials | Customer Feedback

During my preparation for the ADM-261 exam, I faced many challenges. Seeking help from friends proved futile as most of the material was vague and overwhelming. However, I discovered killexams.com and its Questions and Answers material, which proved to be invaluable. I learned everything from top to bottom of the provided material, and it was precise. I answered all the given questions with the perfect option and passed the exam, and it brought countless happiness to my career.
Shahid nazir [2025-4-10]

Your answers and explanations to the questions were superb and helped me understand the fundamentals. Without your practice questions and last-minute revision set, I may not have passed. Although I had anticipated scoring 90+, I still scored a respectable 83%. Thank you for your help.
Richard [2025-6-22]

Thanks to the braindump provided by killexams.com, I passed the ADM-261 test with ease. The material was 99% valid and included all the latest updates. I only got two queries wrong, and I am thrilled and relieved to have passed the exam. Killexams.com test Simulator and Questions and Answers material proved to be the perfect combination to prepare for the exam.
Shahid nazir [2025-6-15]

More ADM-261 testimonials...

ADM-261 Exam

User: Nadia*****

When I failed my ADM-261 exam, I searched the internet for solutions and found killexams.com. I quickly purchased the ADM-261 coaching package containing questions, answers, and an test simulator. I prepared for the test using these resources and scored 98%. Thanks to the killexams.com team, I passed the test with ease.

User: Walter*****

As an IT professional, the adm-261 test was crucial for me, but I struggled to prepare due to time constraints. However, with Killexams.com easy-to-memorize answers, I was able to efficiently prepare for the exam, and the results were surprising. The study guide was like a reference manual, and I was able to complete all the questions before the deadline.

User: Pete*****

With the help of the practice tests guide from Killexams.com, I scored an astounding 88% in my ADM-261 exam. My partner suggested that I use the guide as a quick reference, and it was worth it. It covered all the material through short answers that were easy to remember. I have since chosen Killexams.com for all my future exams, although I was initially uncertain about how to cover all the material in just three weeks.

User: Ammar*****

I want to express my sincere gratitude to killexams.com. Their mock tests were extremely helpful, and I passed the adm-261 test with their assistance. I highly recommend their resources to anyone preparing for the adm-261 exam.

User: Sanya*****

I was thrilled with my education set, and it led me to pass the adm-261 test with a score of over 98%. The questions were genuine and valid, and the test simulator proved to be a great training tool. Even if you are not planning on taking the exam, this set can help you expand your knowledge. I gave my set to a friend who works in the same field and had just received her CCNA, and I believe Its a great learning tool for anyone. If you plan to take the adm-261 exam, this set is definitely a stairway to success.

ADM-261 Exam

Question: Will I be informed on each update in the ADM-261 exam?
Answer: Yes, of course. You will receive an intimation email that will tell you that the ADM-261 test is updated with the latest questions and answers. You can re-download the test files and VCE test simulator accordingly.

Question: Did you try these ADM-261 real question banks and test prep?
Answer: Yes, try these ADM-261 Questions and Answers because these questions are taken from genuine ADM-261 question banks and collected by killexams.com from authentic sources. These ADM-261 practice questions are especially supposed to help you pass the exam.

Question: Are ADM-261 study guides available for download?
Answer: Yes, sure. Killexams.com provides a study guide containing real ADM-261 test Questions and Answers that appears in the genuine exam. You should have face all the questions in your real test that we provided you.

Question: I am your returing customer, what discount I will get?
Answer: We deal with our returning customers with special discounts. Contact support or sales via live chat or support email address and provide a reference of your previous purchase and you will get a special discount coupon for your next purchase.

Question: Is there new ADM-261 test contents available in PDF?
Answer: Yes, Killexams.com provides ADM-261 dumps collection of new test contents and syllabus. You need the latest ADM-261 questions of the new syllabus to pass the ADM-261 exam. These latest ADM-261 test prep are taken from real ADM-261 test question bank, that's why these ADM-261 test questions are sufficient to read and pass the exam. Although you can use other sources also for improvement of knowledge like textbooks and other aid material these ADM-261 questions are sufficient to pass the exam.

References

Frequently Asked Questions about Killexams Practice Tests

Can I read ADM-261 questions on Android?
Yes, You can read ADM-261 practice questions on Android and other operating systems. You simply need a PDF viewer to read ADM-261 Questions and Answers on your device. You need not have any special application to open killexams ADM-261 brainpractice questions file. You can open these files with any PDF reader you usually use.

How long prep is required to pass ADM-261 exam?
If you have more time to study, you can practice more with ADM-261 practice questions and get ready to take the test in 24 to 48 hours. But we recommend taking your time to study and practice ADM-261 test practice questions until you are sure that you can answer all the questions that will be asked in the genuine ADM-261 exam.

Can I get the latest practice questions with practice questions & Answers of ADM-261 exam?
Of course, You can get up-to-date and valid ADM-261 questions and answers. These are the latest and valid practice questions with practice questions and Answers that contain brainpractice questions. When you will memorize these questions, it will help you get Full Marks in the exam.

Is Killexams.com Legit?

You bet, Killexams is practically legit and fully well-performing. There are several includes that makes killexams.com realistic and authentic. It provides knowledgeable and fully valid test dumps that contains real exams questions and answers. Price is minimal as compared to a lot of the services on internet. The Questions and Answers are current on ordinary basis by using most latest brain dumps. Killexams account arrangement and merchandise delivery is extremely fast. Computer file downloading is definitely unlimited as well as fast. Aid is available via Livechat and E-mail. These are the features that makes killexams.com a sturdy website that offer test dumps with real exams questions.

Other Sources

Which is the best testprep site of 2025?

There are several Questions and Answers provider in the market claiming that they provide Real test Questions, Braindumps, Practice Tests, Study Guides, cheat sheet and many other names, but most of them are re-sellers that do not update their contents frequently. Killexams.com is best website of Year 2025 that understands the issue candidates face when they spend their time studying obsolete contents taken from free pdf obtain sites or reseller sites. That is why killexams update test Questions and Answers with the same frequency as they are updated in Real Test. Testprep provided by killexams.com are Reliable, Up-to-date and validated by Certified Professionals. They maintain dumps collection of valid Questions that is kept up-to-date by checking update on daily basis.

If you want to Pass your test Fast with improvement in your knowledge about latest course contents and topics, We recommend to obtain PDF test Questions from killexams.com and get ready for genuine exam. When you feel that you should register for Premium Version, Just choose visit killexams.com and register, you will receive your Username/Password in your Email within 5 to 10 minutes. All the future updates and changes in Questions and Answers will be provided in your obtain Account. You can obtain Premium test questions files as many times as you want, There is no limit.

Killexams.com has provided VCE practice questions Software to Practice your test by Taking Test Frequently. It asks the Real test Questions and Marks Your Progress. You can take test as many times as you want. There is no limit. It will make your test prep very fast and effective. When you start getting 100% Marks with complete Pool of Questions, you will be ready to take genuine Test. Go register for Test in Exam Center and Enjoy your Success.

100% Money Back Pass Guarantee

Back to List

Social Profiles

Service Cloud Administration Practice Test

ADM-261 test Format | Course Contents | Course Outline | test Syllabus | test Objectives

100% Money Back Pass Guarantee

ADM-261 PDF sample Questions

ADM-261 sample Questions

Killexams VCE test Simulator 3.0.9

Most latest Questions of ADM-261 test are given at killexams.com

Latest 2025 Updated ADM-261 Real test Questions

Tags

Killexams Review | Reputation | Testimonials | Customer Feedback

ADM-261 Exam

ADM-261 Exam

References

Frequently Asked Questions about Killexams Practice Tests

Is Killexams.com Legit?

Other Sources

Which is the best testprep site of 2025?

Important Links for best testprep material

100% Money Back Pass Guarantee

Social Profiles