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  1. Home
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  3. ADM-261

Salesforce ADM-261 Exam (page: 12)
Salesforce Service Cloud Administration (SU21)
Updated on: 15-Dec-2025

Viewing Page 12 of 73
ADM-261 PDF 355 Questions

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

  1. Customer view of case tab
  2. Custom Visual force page
  3. Custom report
  4. Customrelated list

Answer(s): B



Universal Containers wants to letits customers interact real-time with support agents from their computers and mobile devices.

What feature should a consultant recommend to meet this requirement?

  1. Web-to-Case
  2. Embedded Chat Service
  3. Customer Community
  4. Case Assignment Rules

Answer(s): B



Universal Containers customers are encouraged to submit web cases when they find errors or omissions in product documentation. The information is captures on a case with the "Errata" record type. The Technical Writing Manager would liketo send an email to the customer that includes details of the correction process.

What should a consultant recommend to meet this requirement?

  1. Create a workflow rule and email alert action that sends an email to the case contact when a case with the"Errata" record type is created
  2. Create an auto-response rule that sends an email to the case contact when a case with the "Errata" record type is created
  3. Create an Apex trigger that sends an email to the case contact when a case with the "Errata" record type is created
  4. Create an assignment rule that sends an email to the case contact when a case with the "Errata" record type is created

Answer(s): A



Universal Containers is launching a full line ofnew 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?

  1. Use Process Builder for notifications and case teams to monitor cases.
  2. Use Process Builder for notifications and account teams to monitor cases.
  3. Use escalation rules for notifications and account teams to monitor cases.
  4. Use escalation rules for notifications and case teams to monitor cases.

Answer(s): A



Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultantrecommend to meet this requirement?

  1. Social Persona tor Twitter and Facebook.
  2. Social Media Marketing message tagging.
  3. Social Customer Service for Twitter and Facebook.
  4. Einstein Bot social queues.

Answer(s): A



Viewing Page 12 of 73



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