Customer Rating & Feedbacks
Exactly Questions Came From Dumps
Salesforce ADM-261 Question Answers
Service Cloud Administration (SU24) Dumps July 2026
| PDF + Test Engine |
|
||
| Test Engine |
|
||
|
|
Here are Salesforce ADM-261 PDF available features:
| 354 questions with answers | Updation Date : 16 Jul, 2026 |
| 1 day study required to pass exam | 100% Passing Assurance |
| 100% Money Back Guarantee | Free 3 Months Updates |
Question # 31
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available 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.
Question # 32
Universal Containers analyzes key performance indicators (KPIs) and discovers that
customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution 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
Question # 33
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
Question # 34
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
Question # 35
Universal Containers is implementing Salesforce Knowledge for call center agents. The
company needs to ensure that agents can contribute to the knowledge base to promote adoption. 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.
Question # 36
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
Question # 37
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
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.
Question # 38
UC has completed development and testing of its Service Cloud implementation and plans
to migrate functionality from the sandbox environment to the production environment. What should 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
Question # 39
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average 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
Question # 40
Universal containers is trying to reduce the amount of time support agents spend creating
cases. The new method case creation must allow for4000 - 5000 new cases a day, as well as 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
<123456789101112>