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  3. ADM-261

Salesforce ADM-261 Exam (page: 8)
Salesforce Service Cloud Administration (SU21)
Updated on: 15-Dec-2025

Viewing Page 8 of 73
ADM-261 PDF 355 Questions

Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? (Choose 2)

  1. Allows customers to customize their user interface
  2. Allows customers the ability to collaborate
  3. Allows customers to customize reports and dashboards
  4. Allows customers to search a knowledge base.

Answer(s): B,D



Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.

Whatfunctionality should a consultant recommend to satisfy the UC's need?

  1. omni Channel
  2. Contact Request
  3. Field Service
  4. Mobile Connect

Answer(s): C



Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal? (Choose 2)

  1. Representing metrics such as first-response and resolution time on cases
  2. Monitoring the case escalationrule queue to confirm service levels are met
  3. Identifying the customer contact associated with a particular stage of a service contract
  4. Displaying whether a case response complies with a customer's service level agreement

Answer(s): A,D



What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose
2)

  1. Replaces the need for an email channel
  2. Eliminatestracking of customer entitlements
  3. Uncovers gaps in the knowledge base
  4. Reduces incoming call volume

Answer(s): C,D



Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

  1. Configure Case Assignment Rules
  2. Configure Omni-Channel with Most Available Routing
  3. Configure Live Agent Skills-based Routing
  4. Configure Omni-Channel with Least Active Routing

Answer(s): B



Viewing Page 8 of 73



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