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ADM-261 Practice Questions

Question # 1
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 answers
A. Create a case assignment ruleto ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.


A. Create a case assignment ruleto ensure cases are owned by a user when closed.
B. Use a data tool to update the owner field on closed cases.



Question # 2
Universal Containers' supportteam requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listedbelow:

• Support attachments up to 30 MB per inquiry
• Over 10,000 inquiries per day

What solution shoulda consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case


A. Emall-to-Case



Question # 3
UC must provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:Billing problems account for less than 5% of the calls. Billing data is stored in an external system containing over 20 million records. Agents do not want to maintain separate login sessions for Salesforce and the billing system. What solution should a consultant recommend?
A. Create a custom web service to handle invoice inserts and updates from the billing system
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service call-out


D. Create a Visualforce page that retrieves payment information via a Web Service call-out



Question # 4
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the LightningKnowledgeMigration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge MigrationTool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.


C. Use the Files Related List on each article to add files to your articles.



Question # 5
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
A. Force.com Sites
B. Customer portalPartner portal
C. Self-serviceportal
D. Partner portal
E. Force.com Web Services API


A. Force.com Sites
E. Force.com Web Services API



Question # 6
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
A. Service Console Knowledge Components
B. Service Console Profile Assignments
C. Data Categories and Article Actions
D. Data Categories and Article Types


A. Service Console Knowledge Components
D. Data Categories and Article Types



Question # 7
A company has theserequirements for dealing with Cases:

- Handled efficiently and by the right agents - Distributing the load so that agents do NOT have to manually select the next Case to work

Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers
A. Route to agents with the most cases closed for that topic.
B. Route to agents staffing the assigned overflow queues.
C. Route to agents with the least amount of active assigned work.
D. Route to agents with the most capacity to take on new work.


C. Route to agents with the least amount of active assigned work.
D. Route to agents with the most capacity to take on new work.



Question # 8
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers
A. Communities
B. ChatterQuestions
C. Public Knowledge
D. Field Service
E. Macros


A. Communities
B. ChatterQuestions
C. Public Knowledge



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Salesforce ADM-261 Exam Dumps

Exam Name: Service Cloud Administration (SU24)
Certification Name: Salesforce Consultant

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  • Total Questions: 355
  • Last Updation Date: 27-Jan-2025

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