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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 7 )

Updated On: 17-Feb-2026
Page 7 of 73
PDF with 355 Questions

A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, butlater realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?

  1. Add the entitlements related list to contact records
  2. Add the entitlement contacts related list toaccount records
  3. Add the assets related list to contact records
  4. Add the service contract related list to contact records

Answer(s): A



Universal Containers wants to be able to assign cases based on the same criteria they use for chat. Which feature should a consultant recommend?

  1. ChatQueue-based routing
  2. Case Skills-based Assignment Rules
  3. Omni-channel Queue-based routing
  4. Omni-channel Skills-based routing

Answer(s): C



The Universal Containers sales team has been sosuccessful in signing new customers that the support team is unable to provide same-day customer assistance.

What should a consultant recommend to address this problem?

  1. Limit Customers to 5 Cases per day.
  2. Provide a self-help Customer Community.
  3. Add more support phone lines.
  4. Ask sales reps to respond to support Cases.

Answer(s): B



Which two capabilities of Lightning Knowledge ensure accurate content in Articles? (Choose 2)

  1. Approval Process that assigns an Article to a Reviewer Queue.
  2. Knowledge Action to Publish an Article once the Article is approved.
  3. Validation Rules for article record types to verify all fields during creation.
  4. Data Category to assign an article record type to a Reviewer.

Answer(s): C,D



Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

  1. Configure Case Assignment Rules to use Queues.
  2. Configure Omni-Channel Routing Model as MostAvailable.
  3. Configure Case Assignment Rules to use Users.
  4. Configure Omni-Channel Routing Model as Least Active.

Answer(s): B






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