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ADM-261 Practice Questions

Question # 1
Universal Containers is trying toreduce the amount of time support agents spend creating cases. The new method for case creation must allowfor 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
A. Omni-Channel routing
B. Standard Email-to-Case
C. Web-to-Case forms
D. On-Demand Email-to-Case


B. Standard Email-to-Case


Question # 2
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospectsthat have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
A. Number of outbound calls per day
B. Number of closed cases
C. Number of lead referrals
D. Number of attempts to contact


A. Number of outbound calls per day
D. Number of attempts to contact


Question # 3
Universal containers is looking for ways to provide more proactive support and topromote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.

Whichtwo feature should the consultant recommend as part of the deployment?
A. Select two Twitter or Facebook accounts.
B. Create and assign permission sets to give agents social account access.
C. Retrieve Social Studio credentials.
D. Enable the Moderation feature to automatically create cases from posts.


B. Create and assign permission sets to give agents social account access.
D. Enable the Moderation feature to automatically create cases from posts.


Question # 4
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
A. Approval Process that assigns an Article to a Reviewer Queue.
B. Knowledge Action to Publish an Article once the Article is approved.
C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.


C. Validation Rules for article record types to verify all fields during creation.
D. Data Category to assign an article record type to a Reviewer.


Question # 5
Universal Containers (UC) is currently live with Sales Cloud and in the process of implementing Service Cloud. UC wants to create a sandbox to test its Service Cloud implementation with real Sales Cloud data.

Which three Sandbox types can be used to accomplish this?
A. Partial Copy Sandbox
B. Administrator Sandbox
C. Developer Pro Sandbox
D. Full Sandbox


A. Partial Copy Sandbox
C. Developer Pro Sandbox
D. Full Sandbox


Question # 6
UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?
A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules toassign the case to a case queue


A. Use workflow rules to send an email to the customer


Question # 7
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meetthis requirement? Choose 2 answers.
A. Enable service contracts and entitlements.
B. Implement Salesforce Console for Service to support agents.
C. Leverage Live Agent for web-based chat.
D. Implement Salesforce Knowledge on a portal.


C. Leverage Live Agent for web-based chat.
D. Implement Salesforce Knowledge on a portal.


Question # 8
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the costof service in the contact centers? Choose 2 answers.
A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a ServiceCloud portal.


B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.


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Salesforce ADM-261 Exam Dumps

Exam Name: Service Cloud Administration (SU24)
Certification Name: Salesforce Consultant

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  • Total Questions: 355
  • Last Updation Date: 15-Apr-2025

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