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  1. Home
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  3. ADM-261

Salesforce ADM-261 Exam (page: 14)
Salesforce Service Cloud Administration (SU21)
Updated on: 15-Feb-2026

Viewing Page 14 of 73
ADM-261 PDF 355 Questions

Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

  1. Escalation rules
  2. Case teams
  3. Workflow rules
  4. Auto-response rules

Answer(s): B,C



A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? (Choose 2)

  1. CTI Adapter configuration
  2. Lightning Console enablement
  3. Call Center Definition File creation
  4. Service Console case creation configuration

Answer(s): A,C



As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.

Which factor should a Consultant consider as part of the migration strategy?

  1. Convert any articles containingHTML into plain text before importing because HTML is NOT supported in any article field types.
  2. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
  3. Ensure thateach existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
  4. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip forimport.

Answer(s): D



Which solution should a consultant recommend?

  1. Enable the knowledge sidebar related list on the case page layout.
  2. Create a visualforce page called knowledge sidebar on the case page layout.
  3. Enable the knowledge sidebar setting in the case support settings.
  4. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
  5. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

Answer(s): D



The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? (Choose 2)

  1. Create a case assignment ruleto ensure cases are owned by a user when closed.
  2. Use a data tool to update the owner field on closed cases.
  3. Create a Process Builder and Flow to change the owner on closed cases.
  4. Create a case validation rule to ensure cases are owned by a user when closed.

Answer(s): A,B



Viewing Page 14 of 73



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