Try Salesforce : ADM-261 practice torrent pass for sure
Updated: Jul 12, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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Salesforce Service Cloud Administration Sample Questions:
1. A company has a requirement to keep all emails behind their firewall, they have 200 agents. What shouldthey use?
A) Community
B) Email to Case
C) Web to Case
D) On Demand Email to Case
2. Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A) Live Agent
B) Salesforce Knowledge
C) Open CTI
D) Salesforce for Twitter
3. At Universal Containers, a support agent dedicated to one customer regularly handles complexintegration- related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?
A) Enable Chatter case feed and add product development team members to the case team.
B) Create a related child case and assign the child case to the product development team.
C) Build a repository of Knowledge articles related to integration and share it with the customer.
D) Create a private Chatter group with customers and invite key individuals to join the group.
4. Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers
A) Increase the number of agents.
B) Improve the agent interface.
C) Employ surveys to confirm customer satisfaction.
D) Enable templates for written responses.
5. What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A) Recommend articles prior to a Live Agent session
B) Suggest articles for a web-to-case question
C) Suggest articles for an email-to-case question
D) Recommend articles during a call for a support agent
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: B | Question # 3 Answer: D | Question # 4 Answer: C,D | Question # 5 Answer: A,B |
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