Get real ADM-261 exam questions for better preparation
Real Salesforce ADM-261 practice exam questions for easy pass!
Updated: May 30, 2026
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Salesforce Service Cloud Administration Sample Questions:
1. Universal containers uses social media to monitor new trends and issues that require a response by theircommunity team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
A) Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
B) Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
C) Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
D) Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
2. Universal Containers 'IT policy prevents third-party software from being installed on employeecomputers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
A) On-Demand Email-to-Case
B) Email-to-Case
C) An AppExchange package
D) web-to-Case
3. What are benefits of deploying Knowledge in a highvolume Service Cloud portal? (Choose 2)
A) Reduces incoming call volume
B) Eliminatestracking of customer entitlements
C) Uncovers gaps in the knowledge base
D) Replaces the need for an email channel
4. UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
A) Assign team-based profiles to the associated product article types
B) Assign team-based profiles to theassociated product data category value
C) Assign team-based roles to the associated product data category value
D) Assign team-based roles to theassociated product article types
5. A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
A) The Case Feed
B) The Social Feed
C) A Twitter Macro
D) A Custom Component
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: A | Question # 3 Answer: A,C | Question # 4 Answer: C | Question # 5 Answer: A |
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