Amazon
Avaya
Checkpoint
Cisco®
CompTIA
CrowdStrike
EC-Council
EXIN
Fortinet
Google
ISC
ISC2
ITIL®
Juniper
Microsoft
MuleSoft
Okta
Palo Alto Networks
Salesforce
SAP
All Vendors
  1. Home
  2. Salesforce
  3. ADM-261

Salesforce ADM-261 Exam (page: 3)
Salesforce Service Cloud Administration (SU21)
Updated on: 28-Jul-2025

Viewing Page 3 of 73
ADM-261 PDF 355 Questions

A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? (Choose 2)

  1. Number of cases created sorted by order
  2. Number of cases by type by owner
  3. Number of cases in each status
  4. Number of solutions created per agent

Answer(s): A,B



A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

  1. Add the entitlement related list to account page layouts.
  2. Add the entitlement lookup field to case page layouts.
  3. Add a Validation Rule that ensures each Case has an entitlement.
  4. Add a Validation Rule that ensures each Account has an entitlement.

Answer(s): A



A client's Support Call Center has seen an increase in call volume on a newproduct 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?

  1. Create Knowledge Articles and publish internally and publicly.
  2. Configure IVR routing to bypass Tier 1 for the product line.
  3. Configure Omni-channel to assign cases directly to Tier 2.
  4. Create a dashboard to track and manage call volumes by type.

Answer(s): A



UC wants to implement a Knowledge management process withthe following requirements:
It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product.
How should a consultant recommend that Knowledge be configured? (Choose 3).

  1. Configure workflow rules for each data category
  2. Configure article types for each kind of content
  3. Define approval processes for eacharticle type
  4. Define approval processes for each product
  5. Configure data category values for each product

Answer(s): A,B,E



UC has a three-tiered contact center.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.
How can UC measure case escalation?

  1. Create a case report to show all cases across tiers filtered by an escalation flag.
  2. Create an approval process to ensure only the appropriate cases get escalated.
  3. Create a case report to show the number of cases for each tier and sort them by case owner.
  4. Create a custom trigger to generate history when cases get escalated between tiers.

Answer(s): A



Viewing Page 3 of 73



Share your comments for Salesforce ADM-261 exam with other users:

Ganesh 12/24/2023 11:56:00 PM

is this dump good
Anonymous


Albin 10/13/2023 12:37:00 AM

good ................
EUROPEAN UNION


Passed 1/16/2022 9:40:00 AM

passed
GERMANY


Harsh 6/12/2023 1:43:00 PM

yes going good
Anonymous


Salesforce consultant 1/2/2024 1:32:00 PM

good questions for practice
FRANCE


Ridima 9/12/2023 4:18:00 AM

need dump and sap notes for c_s4cpr_2308 - sap certified application associate - sap s/4hana cloud, public edition - sourcing and procurement
Anonymous


Tanvi Rajput 10/6/2023 6:50:00 AM

question 11: d i personally feel some answers are wrong.
UNITED KINGDOM


Anil 7/18/2023 9:38:00 AM

nice questions
Anonymous


Chris 8/26/2023 1:10:00 AM

looking for c1000-158: ibm cloud technical advocate v4 questions
Anonymous


sachin 6/27/2023 1:22:00 PM

can you share the pdf
Anonymous


Blessious Phiri 8/13/2023 10:26:00 AM

admin ii is real technical stuff
Anonymous


Luis Manuel 7/13/2023 9:30:00 PM

could you post the link
UNITED STATES


vijendra 8/18/2023 7:54:00 AM

hello send me dumps
Anonymous


Simeneh 7/9/2023 8:46:00 AM

it is very nice
Anonymous


john 11/16/2023 5:13:00 PM

i gave the amazon dva-c02 tests today and passed. very helpful.
Anonymous


Tao 11/20/2023 8:53:00 AM

there is an incorrect word in the problem statement. for example, in question 1, there is the word "speci c". this is "specific. in the other question, there is the word "noti cation". this is "notification. these mistakes make this site difficult for me to use.
Anonymous


patricks 10/24/2023 6:02:00 AM

passed my az-120 certification exam today with 90% marks. studied using the dumps highly recommended to all.
Anonymous


Ananya 9/14/2023 5:17:00 AM

i need it, plz make it available
UNITED STATES


JM 12/19/2023 2:41:00 PM

q47: intrusion prevention system is the correct answer, not patch management. by definition, there are no patches available for a zero-day vulnerability. the way to prevent an attacker from exploiting a zero-day vulnerability is to use an ips.
UNITED STATES


Ronke 8/18/2023 10:39:00 AM

this is simple but tiugh as well
Anonymous


CesarPA 7/12/2023 10:36:00 PM

questão 4, segundo meu compilador local e o site https://www.jdoodle.com/online-java-compiler/, a resposta correta é "c" !
UNITED STATES


Jeya 9/13/2023 7:50:00 AM

its very useful
INDIA


Tracy 10/24/2023 6:28:00 AM

i mastered my skills and aced the comptia 220-1102 exam with a score of 920/1000. i give the credit to for my success.
Anonymous


James 8/17/2023 4:33:00 PM

real questions
UNITED STATES


Aderonke 10/23/2023 1:07:00 PM

very helpful assessments
UNITED KINGDOM


Simmi 8/24/2023 7:25:00 AM

hi there, i would like to get dumps for this exam
AUSTRALIA


johnson 10/24/2023 5:47:00 AM

i studied for the microsoft azure az-204 exam through it has 100% real questions available for practice along with various mock tests. i scored 900/1000.
GERMANY


Manas 9/9/2023 1:48:00 AM

please upload 1z0-1072-23 exam dups
UNITED STATES


SB 9/12/2023 5:15:00 AM

i was hoping if you could please share the pdf as i’m currently preparing to give the exam.
Anonymous


Jagjit 8/26/2023 5:01:00 PM

i am looking for oracle 1z0-116 exam
UNITED STATES


S Mallik 11/27/2023 12:32:00 AM

where we can get the answer to the questions
Anonymous


PiPi Li 12/12/2023 8:32:00 PM

nice questions
NETHERLANDS


Dan 8/10/2023 4:19:00 PM

question 129 is completely wrong.
UNITED STATES


gayathiri 7/6/2023 12:10:00 AM

i need dump
UNITED STATES