Learn with Salesforce : ADM-261 training material for 100% pass
Updated: Jun 01, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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Salesforce Service Cloud Administration Sample Questions:
1. Universal Containers has a single contact center that handles all service requests including chat, Cases, and webform submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?
A) Configure Live Agent Skills-based Routing
B) Configure Omni-Channel with Least Active Routing
C) Configure Omni-Channel with Most Available Routing
D) Configure Case Assignment Rules
2. A company is planning forthe migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?
A) Original creation date and total number of article views
B) Last modified date and frequent search terms
C) Original creation date and average rating of articles
D) Last modified date and number of recent article views
3. What are three considerations when adding a report chart to a Console Component? Choose 3 answers
A) The report chart is added to the Page Layout.
B) The report contains a chart.
C) The report is shared with a Chatter Group.
D) The report hasa standard Report Type.
E) The report is a Summary or Matrix report.
4. A Service Managerhas recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers
A) Number of published article views.
B) Number of Chatter files attached to cases.
C) Number of articles associated to cases.
D) Number of successful keyword searches.
E) Number of content packs attached to cases.
5. UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?
(choose 1 answer)
A) Use an escalation rule to move cases into the product manager queue
B) Use anassignment rule to assign new cases to the product manager
C) Use Chatter case feed and case teams to monitor cases
D) Use a workflow rule to send an email to the product manager
Solutions:
| Question # 1 Answer: C | Question # 2 Answer: D | Question # 3 Answer: B,E | Question # 4 Answer: B,C,D | Question # 5 Answer: D |
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