Free Salesforce ADM-261 Practice Exam with Questions & Answers

Name: How to Pass ADM-261 Exams
Brand: Examstrack
SKU: adm-261
Price: 42 USD
Availability: InStock

Questions 1

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

Options:

Email to Case

Chatter feeds

Customer Portal

Self Service Portal

Salesforce ADM-261 Premium Access

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04-Jul-2025

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Questions 2

When a Self Service Portal User adds a Case Comment the following actions take place:

Options:

An email is automatically sent to the case owner

A Workflow rules is activated

An Assignment Rule is Activated

None of the above

Questions 3

UniversalContainers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

Options:

Assignment rules

Validation rules

Workflow rules

Auto-response rules

Questions 4

Milestones can be added to which three Object types? Choose 3 answers

Options:

Entitlement

Work Order

Service

Case

Account

Questions 5

Which metric influences customer satisfaction? Choose 2 answers

Options:

After call work

Cost per call

First call resolution

Call quality

Questions 6

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

Options:

Communities

ChatterQuestions

Public Knowledge

Field Service

Macros

Questions 7

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.

* 2.000 agents are implemented globally 24/7 operations

* Open case data will bemigrated from a legacy system

* New cases will be created in one system only

Which deployment method should be recomended?

Options:

Migrate case data and deploy to all users at office

Migrate agents to Force.com Connect Offline during deployment

Deploy inphases using countries as pilots

Deploy based on the number of trainers available

Questions 8

UC has completed development and testing of its Service Cloudimplementation and plans to migrate functionality from the sandbox environment to the production environment. What should be used for migration functionality?

Options:

Data loader, change sets, and Force.com Excel Connector

Force.com migration tool, Force.com IDE, and change sets

Visual Workflow, data loader, and Force.com IDE

Mass Transfer Records, change sets, and Force.com migration tool

Questions 9

Universal Containers' customer service technicians need to access the followinginformationwhile at a customer site to complete the service call: • Customer order history • Level of contracted support • List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to techniciansin the field?

Options:

An enterprise resource planning system

A knowledge management system

A workforce management system

A third -party mobile application platform

Questions 10

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

Options:

Create a Dashboard for each Region.

Create a single Dashboard with a Region filter.

Create a Dashboard for each Case Team.

Create a single Dashboard with a Case Team filter.