Try and practice the latest Salesforce : ADM-261 real questions & answers
Updated: Jul 15, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
Download Limit: Unlimited
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Salesforce Service Cloud Administration Sample Questions:
1. Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can requestfuture credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons forapproved cases. What should a consultant recommend to manage this process using Service Cloud?
A) Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
B) Use cases to track the credit requests and route than to regional teams using assignment rules
C) Enable the self-service portal to generate logins for the hospital staff by region.
D) Design a custom object to track credit requests and route them regionally using assignment rules
2. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?
A) Email to Case
B) On Demand Email to Case
C) Web to Case
D) Community
3. A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measurecan satisfy this requirement?
A) Customer Engagement Score
B) Service-Level Measure
C) Net Promoter Score
D) Customer Satisfaction
4. Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
A) Computer Telephony Integration
B) Automatic Call Distribution
C) Interactive Voice Response
D) Order Management System
5. What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A) To provide online security threat information
B) To provide live and historical data on system performance
C) To provide best practices for continuity plans
D) To provide information planning planned maintenance
E) To provide live support for system and data backup
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: A | Question # 3 Answer: C | Question # 4 Answer: C | Question # 5 Answer: A,B,D |
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