Salesforce : ADM-261 Questions & Answers
Updated: Jul 16, 2026
No. of Questions: 359 Questions & Answers with Testing Engine
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Salesforce Service Cloud Administration Sample Questions:
1. What is a benefit of acustomer community? Choose 2 answers.
A) Eliminates the need for support agents
B) Enables customers to log inquires without contacting an agent
C) Reducesincoming call volume
D) Eliminates the need to track service level agreements
2. Which two solutions should Universal Containers consider toincreaseContact Center Agent productivity?
Choose 2 answers
A) Employ surveys to confirm customer satisfaction.
B) Increase the number of agents.
C) Improve the agent interface.
D) Enable templates for written responses.
3. What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A) To provide information planning planned maintenance
B) To provide online security threat information
C) To provide live and historical data on system performance
D) To provide live support for system and data backup
E) To provide best practices for continuity plans
4. Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?
A) Ensure that each image doesNOT exceed the maximum of 25 MB
B) Upload the images into Salesforce prior to importing the articles
C) Convert all images to .jpeg, as this is the only supported file type
D) Include images in an .html file using the image tag and src attribute
5. A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement?(Choose 2)
A) Create a publisher profile that includes create access on the FAQ article type.
B) Hide the Article Management tab for users who should have read-only access to articles.
C) Enable the Manage Articles permission for the publisher profile and assign it to users
D) Set the organization-wide default to private and create sharing rules for the FAQ article type
Solutions:
| Question # 1 Answer: B,C | Question # 2 Answer: A,D | Question # 3 Answer: A,B,C | Question # 4 Answer: D | Question # 5 Answer: A,C |
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