Expert Answers to Salesforce Exam ADM-261 Questions

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Salesforce Consultant Service Cloud Administration (SU24)

Service Cloud Administration (SU24)

Last Update May 6, 2026
Total Questions : 354

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Questions 2

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

What should the Agent recommend to minimize costs?

Options:

Assign a single agent to create the activities on all new onboarding cases.

Provide a macro that will automatically create the activities when executed.

Add an object-specific custom quick action to create new activities.

Hire a certified developer to write an apex trigger thatcreates each new activity.

Discussion 0

Questions 3

What is the capability of case feed?

Options:

Add custom visual force pages to the case feed page layout.

Enable call control using the CTI case feed publisher.

Embed case feed functionality within a visual force page.

Switch from case feed to standard detail pages using a console component

Discussion 0

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Questions 4

How should a consultant providesuggested article functionality to lightning service console users?

Options:

Add the suggested article widget to the case page layout.

Add the knowledge component to the service console.

Create email templates with knowledge articles attached.

Add theknowledge tab to the console app.

Discussion 0

Questions 5

Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

Options:

Grant managers the Manage Salesforce Knowledge permission.

Create at least two different data categories.

Create at least two different article types.

Create at least two different approval processes.

Grant managers the Manage Data Categories permission.

Discussion 0

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