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Salesforce ADM-261 Exam Questions
Service Cloud Administration (SU21) (Page 8 )

Updated On: 17-Feb-2026
Page 8 of 73
PDF with 355 Questions

Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirementbe met?

  1. Create a custom related list on the case.
  2. Create a custom view on the Case tab.
  3. Create a custom Visualforce page.
  4. Create a custom report.

Answer(s): C



What statement is true about the Salesforce Knowledge article lifecycle?

  1. Approval process CANNOT allow publishingof articles that have specific validation statuses
  2. Article permission sets allow agents to participate in the article publishing process
  3. Articles CANNOT be published until they are reviewed and validated by a qualified author
  4. Knowledge uses public groups as a way to assign users to specific tasks related to articles

Answer(s): B



Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.

Which three features could be implemented to support this? (Choose 3)

  1. Omni-Channel
  2. Page Layouts
  3. Record Types
  4. Support Processes
  5. Article Types

Answer(s): A,C,D



Which method can be used to route cases from social channels?

  1. use Twitter-to-case and add workflow rules to the case object.
  2. Enable Social Customer Service and add assignment rules to thecase object.
  3. Enable Social Network Profile and add workflow rules to the contact object.
  4. Enable Social Network Profile and add assignment rules to the case object.

Answer(s): B



Universal containers wants to implement Omni channel within service cloud for its representatives.

What is the first step required to configure Omni channel?

  1. Contact salesforce to have Omni channel enabled.
  2. Enable Omni channel in setup.
  3. Assign users to the Omni channel feature license.
  4. Assign users to Omni channel permissions.

Answer(s): B






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