Prepare with Salesforce : ADM-261 exam braindumps as your best preparation materials
Updated: Jul 04, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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Salesforce Service Cloud Administration Sample Questions:
1. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
A) Average Call Handle Time
B) Cases by Support Channels
C) Knowledge Article Usage
D) Number of Portal Logins per Day
E) Escalated Calls
2. What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?
A) Configure a Live Chat Validation Rule.
B) Configure Lightning Guided Engagement.
C) Customize the Lightning Console chat page.
D) Customize the Pre-chat form.
3. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A) Salesforce for Twitter
B) Salesforce Knowledge
C) Live Agent
D) Open CTI
4. The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
A) Create a report using the Case Lifecyle report type
B) Create a report using the Case age report type
C) Create a report using the Case snapshot report type
D) Create a report using the Case historical trending report type
5. Customer Community to provide customers with a self-service option forsupport. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
A) Allows customers the ability to collaborate
B) Allows customers to search a knowledge base.
C) Allows customers to customize their user interface
D) Allows customers to customize reports and dashboards
Solutions:
| Question # 1 Answer: B,C,D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A,B |
Salesforce Service Cloud Administration Sample Questions:
1. Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to- case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
A) Average Call Handle Time
B) Cases by Support Channels
C) Knowledge Article Usage
D) Number of Portal Logins per Day
E) Escalated Calls
2. What should a Consultant recommend to ensure Live Agentchat requests contain enough information for Reps to effectively respond?
A) Configure a Live Chat Validation Rule.
B) Configure Lightning Guided Engagement.
C) Customize the Lightning Console chat page.
D) Customize the Pre-chat form.
3. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A) Salesforce for Twitter
B) Salesforce Knowledge
C) Live Agent
D) Open CTI
4. The support manager at universal containershasnoticed an increase in average case age, which is negatively impacting customer satisfaction. To research the situation, the support manager wants to know the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
A) Create a report using the Case Lifecyle report type
B) Create a report using the Case age report type
C) Create a report using the Case snapshot report type
D) Create a report using the Case historical trending report type
5. Customer Community to provide customers with a self-service option forsupport. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers
A) Allows customers the ability to collaborate
B) Allows customers to search a knowledge base.
C) Allows customers to customize their user interface
D) Allows customers to customize reports and dashboards
Solutions:
| Question # 1 Answer: B,C,D | Question # 2 Answer: D | Question # 3 Answer: B | Question # 4 Answer: A | Question # 5 Answer: A,B |
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