ADM-261 Exam Questions and Answers | Exam-Dumps (Page: 10)

QUESTION: 46 Exam Topic: 1 Pool A (Main)

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

Create a service cloud console to support all channel groupings.
Create an agent profile for each channel grouping.
Create a unique case page layout for each channel grouping.
Create an agent role for each channel grouping.

Answer(s): C

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QUESTION: 47 Exam Topic: 1 Pool A (Main)

Universal Containers will be launching a telesales contact center. What should be considered in the design? (Choose 2).

Integration with Field service teams and apps
Strategies to maximize call deflection
Performance for high volume of interactions
Integration with Lead Generation team and apps

Answer(s): C,D

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QUESTION: 48 Exam Topic: 1 Pool A (Main)

Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? (Choose 2)

Service Console Knowledge Components
Service Console Profile Assignments
Data Categories and Article Actions
Data Categories and Article Types

Answer(s): A,D

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QUESTION: 49 Exam Topic: 1 Pool A (Main)

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? (Choose 3)

Users must use Lightning Experience.
Publisher Actions used in the macros must be on the page layout.
The Macros widget or utility must be added to the console.
The Run Macros Permission must be granted to users.
The Run Macros Action must be on the page layout.

Answer(s): A,B,D

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QUESTION: 50 Exam Topic: 1 Pool A (Main)

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality withconfiguration?

Remove these fields from the page layout and add the components to the highlights panel.
Add these fields to the page layout and add the components to the highlights panel
Remove these fields from the page layout and add the fieldsto the highlights panel
Add the fields to the page layout and add the fields to the highlights panel.

Answer(s): D

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Salesforce ADM-261 Exam (page: 10) Salesforce Service Cloud Administration (SU21) Updated on: 15-Feb-2026

QUESTION: 46 Exam Topic: 1 Pool A (Main)

QUESTION: 47 Exam Topic: 1 Pool A (Main)

QUESTION: 48 Exam Topic: 1 Pool A (Main)

QUESTION: 49 Exam Topic: 1 Pool A (Main)

QUESTION: 50 Exam Topic: 1 Pool A (Main)

Salesforce ADM-261 Exam (page: 10)
Salesforce Service Cloud Administration (SU21)
Updated on: 15-Feb-2026