Salesforce ADM-261 Exam Dumps

Service Cloud Administration (SU24)

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Exam Code	ADM-261
Exam Name	Service Cloud Administration (SU24)
Questions	354 Questions Answers With Explanation
Update Date	04, 26, 2026
Price	Was : $90 Today : $50 Was : $108 Today : $60 Was : $126 Today : $70

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Demo Questions

Question # 1

A Knowledge administrator has created an article for a promotion that starts at thebeginning of the following month. How would the administrator ensure the article isavailable on the first of the month?

A. Create a task related to the article with a reminderset for the article start date.
B. Create a workflow rule to update the article status to Published on the article start date.
C. Set the article publish date to automatically display the article on the start datE.
D. Send an email reminder to update the article status to Published on the start date.

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Question # 2

Universal Containers analyzes key performance indicators (KPIs) and discovers thatcustomer satisfaction is decreasing. The company attributes the decrease in customersatisfaction to a low first-call resolution rate. What can be done to improve the first callresolution rate? Choose 2 answers.

A. Reduce the cost per call
B. Train support agents
C. Align agent performance goals with KPIs
D. Hire additional support agents

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Question # 3

Thecost of service for Universal Containers contact centers has steadily increased.What solution should a consultant recommend to help reduce the cost of service? (Choose 2)

A. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails
D. Enable Live Agent to handle incoming service inquiries

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Question # 4

What is a benefit of a customer community? Choose 2 answers.

A. Eliminates the need to track service level agreements
B. Reducesincoming call volume
C. Enables customers to log inquires without contacting an agent
D. Eliminates the need for support agents

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Question # 5

Universal Containers is implementing Salesforce Knowledge for call center agents. Thecompany needs to ensure that agents can contribute to the knowledge base to promoteadoption. Which functionality supports these requirements?

A. Allow agents to create Knowledge articles when closing a case.
B. Require agents to create Knowledge articles when opening a case.
C. Add the Submit Feedback button to articles.
D. Add the Submit Feedback buttonon the Solutions tab.

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Question # 6

Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

A. On-demand email to case
B. On-demand email to case with sites
C. Email to case with web to case
D. Email to care with Site

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Question # 7

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2answers

A. Agents can use telephony on a wide range of browsers andoperating systems while onlydeveloping once.
B. Developers can embed API calls and processes on web pages to automate call handlingprocesses.
C. Developers can integrate with any telephony platform available with little to no need forcustomization.
D. Agents can run their SoftPhone at the operating system level, embedded in the task baror system tray.

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Question # 8

UC has completed development and testing of its Service Cloud implementation and plansto migrate functionality from the sandbox environment to the production environment. Whatshould be used for migration functionality?

A. Data loader, change sets, and Force.com Excel Connector
B. Force.com migration tool, Force.com IDE, and change sets
C. Visual Workflow, data loader, and Force.com IDE
D. Mass Transfer Records, change sets, and Force.com migration tool

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Question # 9

A report shows average time spent by agents to resolve cases. Nine of twelve agentsspend approximately the same time to resolve cases. However, Agent A has a muchshorter average time to resolve cases and Agents B and C have a much longer averagetime to resolve cases. How can the supervisor use this data to drive greater consistency inaverage time spent by agents across the team? Choose 3 answers:

A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A

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Question # 10

Universal containers is trying to reduce the amount of time support agents spend creatingcases. The new method case creation must allow for4000 - 5000 new cases a day, as wellas the attachment of documents under 25 MB by the customer.Which method should the consultant suggest?

A. On-Demand Email-to-case
B. Standard email to case
C. Web to case forms
D. Omni channel routing

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Question # 11

UC is in the process of implementing ServiceCloud. In which order should the data bemigrated?

A. Users, accounts, contacts, cases
B. Accounts, contacts, cases, users
C. Users, contacts, accounts, cases
D. Accounts cases, users, contacts

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Question # 12

Support engineer need to see a complete chronological list of field edit to a case,associated emails, case comments, and field edit to related objectsin a single view whileworking on a case.How should the requirement be met?

A. Create a custom report
B. Create a custom related list on the case
C. Create a custom view on the Case tab
D. Create a custom Visualforce page

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Question # 13

Universal Containers implementedSalesforce Knowledge two months ago. Now, the HelpDesk manager wants to know if the agents are properly leveraging the new knowledgebase. What metric can the manager use to measure the adoption of Knowledge? Choose 2answers.

A. Create a report that display the # of articles searched during the past 2 months
B. Report displays # of articles associated to data categories during past 2 months
C. Report that displays # of cases with articles attached during the past 2 months
D. Report that displays # of newarticles created during the past 2 months

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Question # 14

Universal Containers has an upcomingmaintenance window where read-only access will beavailable. Which two actions will Universal Containers be able to perform during thiswindow? Choose 2 answers 

A. Run and view Salesforce reports.
B. Update case data for a customer.
C. Post report information on Chatter.
D. Review existing cases for an account.

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Question # 15

Auto Response rules work on which objects?

A. Leads and Cases
B. Leads and accounts
C. Accounts and Opportunity
D. Accounts and Cases

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Question # 16

The VP of Service at Universal Containers is looking forways to reduce contact centercosts.Which two metrics should the Consultant recommend?Choose 2 answers

A. First Call Resolution
B. Average Handle Time
C. Service-Level Agreements
D. Time to Answer

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Question # 17

If youdelete a case, which two also get deleted? (Choose two answers)

A. Account
B. Solution
C. Event
D. Attachments

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Question # 18

Case escalation rules triggered on the last modification will be reset each time a user doeswhich of the following actions?

A. Reads the case
B. Adds a related comment to the case
C. Adds an activity or sends an email from thecase record
D. Edits the case
E. All of the above

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Question # 19

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A. Email to Case
B. Chatter feeds
C. Customer Portal
D. Self Service Portal

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Question # 20

Which of the following utilize the "Automated Case User" (Choose 3 answers):

A. When a case is automatically assigned using assignment rules this user is listed in thecase history
B. When an email notification is triggered via workflow this user is listed in the case history
C. When a case is escalated this user is listed in the case history
D. When a case is created via Web-To-Case this user is listed in the case history
E. When a case is created via Email-To-Case this user isassigned as the case owner

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Question # 21

A consultant is working on a Service Cloud implementation with a fixed budget andtimeline. The analysis phase of the project has just been completed. Additionalrequirements were discovered that will result in the project exceeding timeline and budgetconstraints. What is the first step the consultant should take to address the issue?

A. Adjust the dates in the project plan to account for the additional requirements andcommunicate the new timeline.
B. Add development resources to the project team to build out the additional requirements.
C. Adjustthe project scope to accommodate new requirements and continue with theoriginal project schedule
D. Document the requirements gap and communicate development options to the project team

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Question # 22

Open CTI allows Advanced Administrators and Developers to embed call controlsin anHTML area that can be placed within Salesforce to control the telephony systemWhat are the two common places to embed these call controls?Choose 2 answers

A. On the left sidebar of Salesforce Classic
B. On a new tab in the agent's browser
C. Onthe footer of the Lightning Console
D. On the Highlights Panel of a Primary tab

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Question # 23

A customer has recently implemented an on-premise telephony system that is common inthe industry. This customer purchased Salesforce licenses and is planning to integratethese two systems. What option should a consultant recommend?

A. Implement an on demand telephony solution provided by a vendor.
B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
C. Create an API integration between Salesforce and the telephony system.
D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.

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Question # 24

Which of the following measures customer portal adoption/effectiveness amongCUSTOMERS (Choose 2)?

A. # of articles per agent
B. Most popular articles
C. # of cases via email
D. Total cases created

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Question # 25

Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

A. Answers can be exposed to partner portal users
B. External users can subscribe to Answers
C. Escalate a question to a case
D. Knowledge articles can be created fromAnswers
E. Select best answers for questions.

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