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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 3 )

Updated On: 16-Feb-2026
Page 3 of 73
PDF with 355 Questions

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would theconsultant recommend to expedite the handling of these cases?

  1. Build a repository of Knowledge articles related to integration and share it with the customer.
  2. Enable Chatter case feed and add product development team members to the case team.
  3. Create a related child case and assign the child case to the product development team.
  4. Create a private Chatter group with customers and invite key individuals to join the group.

Answer(s): D



Universal Container'sagent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements? (Choose 2)

  1. Add multiple ELSE IF blocks after the IF block
  2. Add conditional logic to the instructions
  3. Create a formula to build the macro logic around
  4. Add a formula block to the macro

Answer(s): C,D



Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configuredfeatures are required. Which solution should a Consultant suggest to improve the efficiency of console users?

  1. Enable Keyboard shortcuts
  2. Define criteria-based record page components
  3. Configure Macros
  4. Create multiple Console layouts

Answer(s): A



Universal Containers requires a scheduling solution that will allow Managers to coordinate service engineers across multiple Territories.

What solution should a consultant recommend?

  1. Field ServiceLightning
  2. Lightning Console
  3. Salesforce Mobile App
  4. Employee Community

Answer(s): A



Universal Containers recently rolled out a Salesforce Knowledge implementation; however, users are finding unreliable and unrelated Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.

Which two actions should a Consultant recommend to address the lack of quality checking? (Choose 2)

  1. Set up an intuitive Data Category hierarchy
  2. Restrict the ManageArticles user permission
  3. Enable and configure wildcards for article searches
  4. Require that an article be added when closing a case

Answer(s): A,B






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