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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 4 )

Updated On: 17-Feb-2026
Page 4 of 73
PDF with 355 Questions

A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? (Choose 2)

  1. Number of cases created sorted by order
  2. Number of cases by type by owner
  3. Number of cases in each status
  4. Number of solutions created per agent

Answer(s): A,B



A customer-submitted case isrouted to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

  1. Add the entitlement related list to account page layouts.
  2. Add the entitlement lookup field to case page layouts.
  3. Add a Validation Rule that ensures each Case has an entitlement.
  4. Add a Validation Rule that ensures each Account has an entitlement.

Answer(s): A



A client's Support Call Center has seen an increase in call volume on a newproduct line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.

Which action should be taken to reduce the call volumes and escalations?

  1. Create Knowledge Articles and publish internally and publicly.
  2. Configure IVR routing to bypass Tier 1 for the product line.
  3. Configure Omni-channel to assign cases directly to Tier 2.
  4. Create a dashboard to track and manage call volumes by type.

Answer(s): A



UC wants to implement a Knowledge management process withthe following requirements:
It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multipleproducts, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact centeragents who handle the product.
How should a consultant recommend that Knowledge be configured? (Choose 3).

  1. Configure workflow rules for each data category
  2. Configure article types for each kind of content
  3. Define approval processes for eacharticle type
  4. Define approval processes for each product
  5. Configure data category values for each product

Answer(s): A,B,E



UC has a three-tiered contact center.Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.
How can UC measure case escalation?

  1. Create a case report to show all cases across tiers filtered by an escalation flag.
  2. Create an approval process to ensure only the appropriate cases get escalated.
  3. Create a case report to show the number of cases for each tier and sort them by case owner.
  4. Create a custom trigger to generate history when cases get escalated between tiers.

Answer(s): A






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