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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 11 )

Updated On: 17-Feb-2026
Page 11 of 73
PDF with 355 Questions

Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?

  1. Create a service cloud console to support all channel groupings.
  2. Create an agent profile for each channel grouping.
  3. Create a unique case page layout for each channel grouping.
  4. Create an agent role for each channel grouping.

Answer(s): C



Universal Containers will be launching a telesales contact center. What should be considered in the design? (Choose 2).

  1. Integration with Field service teams and apps
  2. Strategies to maximize call deflection
  3. Performance for high volume of interactions
  4. Integration with Lead Generation team and apps

Answer(s): C,D



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)

  1. Service Console Knowledge Components
  2. Service Console Profile Assignments
  3. Data Categories and Article Actions
  4. Data Categories and Article Types

Answer(s): A,D



Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.

Which three configurations must be made? (Choose 3)

  1. Users must use Lightning Experience.
  2. Publisher Actions used in the macros must be on the page layout.
  3. The Macros widget or utility must be added to the console.
  4. The Run Macros Permission must be granted to users.
  5. The Run Macros Action must be on the page layout.

Answer(s): A,B,D



When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality withconfiguration?

  1. Remove these fields from the page layout and add the components to the highlights panel.
  2. Add these fields to the page layout and add the components to the highlights panel
  3. Remove these fields from the page layout and add the fieldsto the highlights panel
  4. Add the fields to the page layout and add the fields to the highlights panel.

Answer(s): D






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