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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 12 )

Updated On: 17-Feb-2026
Page 12 of 73
PDF with 355 Questions

Milestones can be added to which three object types?
(Choose 3)

  1. Work order
  2. Case
  3. Service
  4. Entitlement
  5. Account

Answer(s): A,B,D



Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? (Choose 2).

  1. Ability to determine if a customer has escalated a case in the past
  2. Ability to specify unique service levels for each customer
  3. Ability to prompt callers for the service contract number within IVR menus
  4. Ability to enforce service levels with the time-dependent processes

Answer(s): B,C



The contact centermanager at Universal Containers is concerned that the first call resolution rate for their team is too low and would like to see improvement in this metric. What should a consultant recommend to improve this metric?

  1. Skills -based routing
  2. Private branch exchange
  3. Workforce management
  4. Interactive voice response

Answer(s): A



Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approachshould a consultant recommend?

  1. Activate Knowledge One within the Salesforce Console for Service.
  2. Create a Knowledge Visualforce component on the case detail page.
  3. Activate Knowledge One on the case detail page.
  4. Create a Knowledge Visualforce component within the Salesforce Console for Service.

Answer(s): A



Universal Containers recently deployed a Salesforce Knowledge implementation, butis looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

  1. Contact Salesforce to send a report on article efficacy.
  2. Send out a monthly survey to customers requesting feedback.
  3. Install Knowledge Base Dashboards and Reports AppExchange package.
  4. Create a group of super users that will evaluate and manage articles.

Answer(s): C






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