Salesforce ADM-261 Questions Answers
Service Cloud Administration (SU24)- 354 Questions & Answers
- Update Date : June 30, 2026
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Salesforce ADM-261 Sample Questions
Question # 1A Global company requires public documents to betranslated into multiple languages.Which implementation should the consultant recommend?
A. Lightning Knowledge
B. Classic Knowledge
C. Salesforce Content
D. Salesforce Files
Question # 2
What is a business continuity challenge in a cloud-based contact center that operates24/7? Choose 2 answers
A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage
Question # 3
What is the primary function of a private branch exchange (PBX)?
A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To mate calls to different agents
Question # 4
The cost of service for Universal Containers' contact centers has steadily increased. Whatsolution should a consultant recommend to help reduce the cost of service in the contactcenters? Choose 2 answers.
A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a ServiceCloud portal.
Question # 5
Universal Containers wants to be able to assign Cases based on the same criteria they usefor Live Agent chats. Which feature should a Consultant recommend?
A. Omni-channel Skills-based routing
B. Live AgentQueue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules
Question # 6
Which task should beincluded in a business continuity plan for a contact center? Choose 3answers.
A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update thecase status field values.
E. Monitor service level agreements (SLAs) and notify customers.
Question # 7
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify theirorder and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will helpUniversal Containers meet this requirement?
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
Question # 8
Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?
A. Enable Omni Channel in Setup.
B. Assign Users to the Omni Channel Feature License.
C. Assign Users to Omni Channel permissions.
D. Contact Salesforce to have Omni Channel enabled.
Question # 9
Universal Containers wants articles to be suggested to agents based on information theyare typing into the case. Which solution should a consultant recommend?
A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
B. Enable the Knowledge sidebar related list on the case page layout.
C. Enable the Knowledge sidebar setting in the case support settings.
D. Create a Visualforce page called Knowledge sidebar on the case page layout.
Question # 10
Universal Containers wants to provide its customers with more support options.Which three should a Consultant recommend? Choose 3 answers
A. Create a Customer Community
B. UtilizeKCS to manage Knowledge
C. Add Live Agent to public-facing sites
D. Configure Chatter for public access
E. Implement SOS for mobile experience
Question # 11
Universal Container wants to measure the efficient of its Contact Center.Which three metrics should the contact center manager analyze?
A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added
Question # 12
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers
A. The specific Quick Action must be added to the Case Feed.
B. Global Actions need to be on the publisher layout.
C. The specific Quick Action must be added to the Case record page.
D. Quick Actions must be enabled in the org.
Question # 13
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
Question # 14
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
A. Workflow rule
B. Validation rules on case process field
C. Escalation rule to ignore business hours based on casecriteria
Question # 15
Universal Containers is changing their case management system to Salesforce. All activeaccounts, contacts, open cases, and closed cases for the past five years must be migratedto Salesforce for go-live.Which approach should the Consultant use for data migration?
A. Prepare, Plan, Text, Execute, Validate
B. Prepare, Plan, Validate, Execute, Text
C. Plan, Prepare, Test, Execute, Validate
D. Plan, Prepare, Validate, Execute, Text