[Q146-Q166] Get up-to-date Real Exam Questions for ADM-261 UPDATED [2025]

April 11, 2025 admin 0 Comments

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Get up-to-date Real Exam Questions for ADM-261 UPDATED [2025]

Pass Salesforce ADM-261 Exam in First Attempt Guaranteed

The Salesforce ADM-261 exam is designed for Salesforce professionals who are responsible for administering and configuring the Service Cloud. These professionals are typically responsible for configuring and managing the Service Cloud, including implementing and configuring the features and functions of the Service Cloud, setting up and managing case management, and creating and managing communities. ADM-261 exam is also suitable for professionals who are responsible for designing and implementing solutions for Service Cloud customers.

QUESTION 146
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 thecustomer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

Use workflow rules to send an email to the customer

Use escalation rules to assign the case to a case queue

Use auto-response rules to send an email to the customer

Use assignment rules to assign the case to a case queue

QUESTION 147
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

Account tabs and Cases tab

Case tabs with Account subtabs

Account tab with Cases related list

Account tabs with Case Subtabs

QUESTION 148
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

On autility bar of the Lightning App

On a record Highlights Panel

On a record Activity Feed list

On the Calendar right hand panel

QUESTION 149
Universal Containers’ contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

Create a bucket field on a report to calculate the percentage of escalated cases

Create a case report with a custom summary formula to calculate the percentage of escalated cases

Create a formula field on the case record to calculate percentage of escalated cases

Create a daily snapshot report of all cases and calculate percentage of escalated cases

QUESTION 150
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

Number of open cases per day

Number of new customersadded

Number of closed cases on first call

Average number of days to close cases

Number of cases escalated

QUESTION 151
A client’s Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

Create Knowledge Articles and publish internally and publicly.

Configure IVR routing to bypass Tier 1 for the product line.

Configure Omni-channel to assign cases directly to Tier 2.

Create a dashboard to track and manage call volumes by type.

QUESTION 152
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

Configure Case Escalation Rules.

Define Entitlement andMilestones.

Use Process Builder with Scheduled Actions

Enable Omni-Channel Routing.

QUESTION 153
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

Chatter groups forcustomer

Mobile access to case information

Visibility into service entitlements

Predictive dialer for outbound calls

QUESTION 154
What is a benefit of a customercommunity? Choose 2 answers.

Eliminates the need to track service level agreements

Reduces incoming call volume

Enables customers to log inquires without contacting an agent

Eliminates the need for support agents

QUESTION 155
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

Company Community

Employee Community

Customer Community

Partner Community

QUESTION 156
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

Only one inbound email address can be used for Email-to-Case

Follow-up emails and attachments related to a case are attached to the case

Assignment, escalation, and workflow rules are processed on inbound emails

Follow-up emails related to a case will update the case comments

QUESTION 157
Universal Containers wants to provide its resellers a secure portal where they can manage their customeraccounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

Employee Community

Partner Community

Reseller Community

Customer Community

QUESTION 158
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

The specific Quick Action must be added to the CaseFeed.

Global Actions need to be on the publisher layout.

The specific Quick Action must be added to the Case record page.

Quick Actions must be enabled in the org.

QUESTION 159
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which featurecombination will ensure that cases are efficiently handled by the most appropriate representatives?

Case Assignment Rules, Queues, Chatter Groups, Live Agent

Case Assignment Rules, Queues, Public Groups, Omni-Channel

Escalation Rules, Queues, Chatter Groups, Omni-Channel

Escalation Rules, Queues, Public Groups, Live Agent

QUESTION 160
For which purpose should a contact center use Visual Flow?

To assign follow-up tasks to an agent one week after a case is closed.

To automatically assign cases to a specific queue based on the customer support level

To escalate to the support manager if it has been open for more than 72hours

To automate business processes for agents who troubleshoot customer support issues via phone

QUESTION 161
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

Assign team-based roles to the associated product article types

Assign team-based profiles to the associated product article types

Assign team-based roles to the associated product data category value

Assign team-based profiles to the associated product data category value

QUESTION 162
Which technology will allow aclient to enable ideas on a public website? There are two correct answers.

Force.com Sites

Customer portalPartner portal

Self-service portal

Partner portal

Force.com Web Services API

QUESTION 163
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

Use Process Builder for notifications and case teams to monitor cases.

Use Process Builder for notifications and account teams to monitor cases.

Use escalation rules for notifications and account teams to monitor cases.

Use escalation rules for notifications and case teams to monitor cases.

QUESTION 164
Universal Containers ‘IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

Email-to-Case

web-to-Case

An AppExchange package

On-Demand Email-to-Case

QUESTION 165
UC must provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account: Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?

Create a custom web serviceto handle invoice inserts and updates from the billing system

Create a custom tab of type URL that displays a search page from the billing system

Import payment data into Salesforce and add to the contact page layout related list

Create a Visualforce page that retrieves payment information via a Web Service call-out

QUESTION 166
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

Track social sentiment across social media outlets

Improve the training provided to existing agents

Hire more agents for the contact centers

Configure entitlements and milestones to enforce SLAs

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The ADM-261 exam consists of 60 multiple-choice questions, which must be completed within 105 minutes. To pass the exam, candidates must score at least 65%. ADM-261 exam is available in multiple languages, including English, Spanish, French, German, and Japanese. ADM-261 exam can be taken online or in-person at a Salesforce testing center.

Salesforce ADM-261 Study Guide Archives : https://www.topexamcollection.com/ADM-261-vce-collection.html