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  1. Home
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  3. ADM-261

Salesforce ADM-261 Exam (page: 5)
Salesforce Service Cloud Administration (SU21)
Updated on: 28-Jul-2025

Viewing Page 5 of 73
ADM-261 PDF 355 Questions

Which two configuration steps are required before quick actions can be used in Macros?

  1. Global Actions needs on the publisher layout.
  2. Quick Actions must be enabled in the org.
  3. The specific quick action must be added to the case Feed.
  4. The specific quick action must be added to the case record Type.

Answer(s): B,C



Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; (Choose 3)

  1. Assignthe Salesforce users to the Call Center.
  2. Install an adapter from AppExchange to work with third-party CTI systems
  3. Use Apex to create an adapter to work with third-party CTI systems
  4. Create a SoftPhone layout and assign to user profiles
  5. Assign the Salesforce CTI license to Salesforce users

Answer(s): A,B,D



Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.

Which two deploysolutions should a consultant to ensure skills-based routing is operational in Production?

  1. Change Sets
  2. Mass Transfer Records
  3. Data Import Wizard
  4. Data Loader

Answer(s): A,B



What are three considerations when adding a report chart to a Console Component? (Choose 3)

  1. The report chart is added to the Page Layout.
  2. The report is shared with a Chatter Group.
  3. The report is a Summary or Matrix report.
  4. The report contains a chart.
  5. The report hasa standard Report Type.

Answer(s): C,D



Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?

  1. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
  2. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
  3. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
  4. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values

Answer(s): A



Viewing Page 5 of 73



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