Download Salesforce : ADM-261 Questions & Answers as PDF & Test Software
Updated: Jun 03, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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ADM-261 Practice Q&A's
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Salesforce Service Cloud Administration Sample Questions:
1. The Support Manager at UniversalContainers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
A) Create an email alert notification for Case Teams.
B) Create a case list view that is filtered by My Case Teams.
C) Create a casequeue for all created or updated cases.
D) Create a case report that displays all created or updated cases.
2. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
A) Quality monitoring score
B) Schedule adherence
C) Number of calls offered
D) Agent utilization
3. Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
A) Map articles with HTML sections to rich text area fields
B) Create a separate .csv for each article type
C) Use the data loader to import unstructured articles
D) Use change sets to import data categories
4. Universal Containers wants to provide its five million customers a solutionwhere customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?
A) Company Community
B) Employee Community
C) Partner Community
D) Customer Community
5. UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?
A) Mass Transfer Records, change sets, and Force.com migration tool
B) Data loader, change sets, and Force.com Excel Connector
C) Visual Workflow, data loader, and Force.com IDE
D) Force.com migration tool, Force.com IDE, and change sets
Solutions:
| Question # 1 Answer: A,C | Question # 2 Answer: B,D | Question # 3 Answer: A,C | Question # 4 Answer: D | Question # 5 Answer: D |
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