[Oct-2025] The Best Service Cloud Consultant ADM-261 Professional Exam Questions
Try 100% Updated ADM-261 Exam Questions [2025]
NEW QUESTION # 128
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers
- A. A separate .csv import file is uploaded for each data category
- B. One .csv import file is uploaded for all article types
- C. Attachments and .html files must be referenced in a corresponding .zip file
- D. A separate .csv import file is uploaded for each article type
- E. Each article must be associated to an article type
Answer: C,D,E
NEW QUESTION # 129
Universal containers is migrating from classic knowledge to lightning knowledgeusing the lightning knowledge migration tool and noticed that none of the article file attachments were migrated.
How can a consultant migrate the file attachments?
- A. Use the files related list on each article to add files to your articles.
- B. Post thefiles to the chatter feed on each article.
- C. Upload the files as documents, then relate them to the migrated articles.
- D. Use the lightning knowledge migration tool and choose "include files".
Answer: A
NEW QUESTION # 130
Universal Containers is planning to provide different levels of support to customers in orderto ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?
- A. Case Escalation
- B. Entitlements
- C. Omni-Channel
- D. Case Milestones
Answer: B
NEW QUESTION # 131
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containershas implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers
- A. Have agents provide Customers with Community registration instructions when working a case.
- B. Identify active Customers and send them registration instructions via email.
- C. Send email notifications toall Customers to join the Community.
- D. Have agents manually create Users when Community access is requested by Customers.
Answer: A,B
NEW QUESTION # 132
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
- A. Answers can be exposed to partner portal users
- B. Escalate a question to a case
- C. Select best answers for questions.
- D. External users can subscribe to Answers
- E. Knowledge articles can be created from Answers
Answer: B,C,E
NEW QUESTION # 133
Support process: escalation queue if not responded in 2 hours within business hours untilmarked Urgent which requires 24/7 resolution.
- A. Validation rules on case process field
- B. Workflow rule
- C. Escalation rule to ignore business hours based on case criteria
Answer: C
NEW QUESTION # 134
Universal Containers is implementing an entitlement process tomeasure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers
- A. Identifying the customer contact associated with a particular stage of a service contract
- B. Monitoring the case escalation rule queue to confirm service levels are met
- C. Displaying whether a case response complies with a customer's service level agreement
- D. Representing metrics such as first-response and resolution time on cases
Answer: C,D
NEW QUESTION # 135
Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers
- A. Quick Text
- B. Lightning Guided Engagement
- C. Visual Workflow
- D. Macros
Answer: A,D
NEW QUESTION # 136
Universal Containers has determined that case list views are slow to load because ofthe large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Restrict visibility of the views
- B. Reduce the number of fields displayed
- C. Filter the views by case owner
- D. Removefilter criteria from the views
Answer: B,C
NEW QUESTION # 137
A manager has noticed an increase in average case age. This is negativelyimpacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
- A. Create a report using the case lifecycle report type.
- B. Create a report using the case historical trending reporttype.
- C. Create a report using the case snapshot report type.
- D. Create a report using the case age report type.
Answer: A
NEW QUESTION # 138
Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?
- A. Omni-Channel routing
- B. On-Demand Email-to-Case
- C. Web-to-Case forms
- D. Standard Email-to-Case
Answer: D
NEW QUESTION # 139
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc).Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
- A. On-Demand Email-to-Case
- B. Web-to-Case
- C. Emall-to-Case
- D. Customer Chatter groups
Answer: C
NEW QUESTION # 140
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
- A. Configure Case Assignment Rules to use Users.
- B. Configure Omni-Channel Routing Model as Least Active.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Case AssignmentRules to use Queues.
Answer: C
NEW QUESTION # 141
Universal Containers has Technical Support andgeneral Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose
2 answers
- A. Assignusers to a Permission Set with access to the service console app.
- B. Assign users the Service User license on their User record.
- C. Assign users to a Public Group with access to the service console app.
- D. Assign users to a Permission Set granting the Service User license.
Answer: A,B
NEW QUESTION # 142
From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
- A. If the OWD for sharing cases is Public Read/Write/Transfer
- B. They have a Contact Manager Profile
- C. All of the above
- D. They are higher in the Role Hierarchy than a Queue Member
- E. They are members of that Queue
Answer: D,E
NEW QUESTION # 143
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, contacts, accounts, cases
- B. Accounts cases, users, contacts
- C. Users, accounts, contacts, cases
- D. Accounts, contacts, cases, users
Answer: C
NEW QUESTION # 144
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
- A. Create a daily snapshot report of all cases and calculate percentage of escalated cases
- B. Create a bucket field on a report to calculate the percentage of escalated cases
- C. Create a formula field on the case record to calculate percentage of escalated cases
- D. Create a case report with a custom summary formula to calculate the percentage of escalated cases
Answer: D
NEW QUESTION # 145
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Enable social profile and add assignment rules to the case object
- B. Enable social profile andadd workflow rules to the contact object
- C. Use Twitter-to-Case and add workflow rules to the case object
- D. Use the routing queues provided with Salesforce for Twitter and Facebook
Answer: A
NEW QUESTION # 146
Ifa Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?
- A. Enable Omni-Channel Case assignment
- B. Configure a Visual Flow Troubleshooting Action
- C. Define separate Record Types for Tier 1 and Tier 2
- D. Implement Lightning Guided Engagement
Answer: B,D
NEW QUESTION # 147
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Enable the case survey object for the customer portal
- B. Create a validation rule for case survey email templates
- C. Utilize an AppExchange package to handle customer surveys
- D. Modify the user interface settings for the case survey sidebar
Answer: C
NEW QUESTION # 148
The Support Manager atUniversal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
- A. Use a data tool to update the owner field on closed cases.
- B. Create a case validation rule to ensure cases are owned by a user when closed.
- C. Create a Process Builder and Flow to change the owner onclosed cases.
- D. Create a case assignment rule to ensure cases are owned by a user when closed.
Answer: A,D
NEW QUESTION # 149
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?
- A. Assign team-based profiles to the associated product article types
- B. Assign team-based roles to the associated product article types
- C. Assign team-based profiles to the associated product data category value
- D. Assign team-based roles to the associated product data category value
Answer: D
NEW QUESTION # 150
UC has discovered that the average time an agent takes toresolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
- A. Configure entitlements and milestones to enforce SLAs
- B. Improve the training provided to existing agents
- C. Track social sentiment across social media outlets
- D. Hire more agents for the contact centers
Answer: B,D
NEW QUESTION # 151
Universal Containers wants to implement a new webpresence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?
- A. Implement Employee Communities with Content.
- B. Implement Customer Communities with Content.
- C. Implement Partner Communities with Knowledge.
- D. Implement Customer Communities with Knowledge.
Answer: D
NEW QUESTION # 152
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