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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 10 )

Updated On: 17-Feb-2026
Page 10 of 73
PDF with 355 Questions

The Service Manager at universalContainers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

  1. Create an article action for each record type and assign them to each team based on their product specialization
  2. Create a permission set foreach record type and assign them to each team based on their product specialization
  3. Create a page layout for each article type and assign them to each team based on their product specialization
  4. Create a data category for each product and assign themto each team bases on their product specialization

Answer(s): D



Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.

Which solution should a Consultantrecommend to meet this requirement?

  1. Implement Field Service Lightning.
  2. Integrate with an enterprise resource planning system.
  3. Develop and publish a knowledge management system
  4. Configure Visual Flows on Salesforce mobile.

Answer(s): B



A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? (Choose 2)

  1. Number of calls offered
  2. Agent utilization
  3. Quality monitoring score
  4. Schedule adherence

Answer(s): B,D



A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

  1. Prepare, Plan, Test, Execute, Validate
  2. Plan, Prepare, Test, Execute, Validate
  3. Prepare, Plan, Validate, Execute, Test
  4. Plan, Prepare, Validate, Execute, Test

Answer(s): D



UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? (Choose 2).

  1. Track social sentiment across social media outlets
  2. Improve the training provided to existing agents
  3. Hire more agents for the contact centers
  4. Configure entitlements and milestones to enforce SLAs

Answer(s): B,C






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