Ace Salesforce ADM-261 Certification with Actual Questions Nov 07, 2025 Updated
2025 The Most Effective ADM-261 with 359 Questions Answers
NEW QUESTION # 70
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers
- A. Call Center Definition File creation
- B. Lightning Console enablement
- C. CTI Adapter configuration
- D. Service Console case creation configuration
Answer: A,C
NEW QUESTION # 71
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of thesecases?
- A. Create a private Chatter group with customers and invite key individuals to join the group.
- B. Create a related child case and assign the child case tothe product development team.
- C. Build a repository of Knowledge articles related to integration and share it with the customer.
- D. Enable Chatter case feed and add product development team members to the case team.
Answer: A
NEW QUESTION # 72
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of Closed caseson first call
- B. Number of new customers added
- C. Average Number of days to close cases
- D. Number of cases escalated
- E. Number of open cases per day
Answer: C,D,E
NEW QUESTION # 73
Universal Containers wants to implement Omni Channel within Service Cloud for itsrepresentatives. What is the first step required to configure Omni Channel?
- A. Enable Omni Channel in Setup.
- B. Contact Salesforce to have Omni Channelenabled.
- C. Assign Users to the Omni Channel Feature License.
- D. Assign Users to Omni Channel permissions.
Answer: A
NEW QUESTION # 74
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, andreal-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
- A. Communities
- B. Public groups
- C. Mass email
- D. Salesforce Chat
Answer: A,D
NEW QUESTION # 75
A company provides customer support for new products and for routine maintenance of existing products.
These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose
2 answers
- A. Approval Processes
- B. Record Types
- C. Support Processes
- D. Support Types
Answer: B,C
NEW QUESTION # 76
The cost of service forUniversal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
- A. Create auto-response templates for incoming emails
- B. Enable Chatter for agent collaboration
- C. Enable Live Agent to handle incoming service inquiries
- D. Enable Ideas in a customer portal
Answer: B,C
NEW QUESTION # 77
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
- A. Mix telephony interactions with email and chat
- B. Provide additional training on tools and process
- C. Extend benefits to part-time agents
- D. Allow shift trading between agents
Answer: C,D
NEW QUESTION # 78
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?
- A. Entitlements
- B. Case milestones
- C. Omni-channel
- D. Case escalation
Answer: A,C,D
NEW QUESTION # 79
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
- A. Knowledge articles attached to the case
- B. Products and assets associated to the case
- C. Articles appearing in the Knowledge sidebar
- D. Contract details related to the entitlement
Answer: A
NEW QUESTION # 80
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the qualityof their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers
- A. Add additional components to the Lightning console.
- B. Coach users on minimizing open console tabs.
- C. Allow the user to log into Live Agent from multiple browsers.
- D. Ensure each laptop has a modern browser installed.
Answer: B,D
NEW QUESTION # 81
Universal Containers wants to allow customers to ability to submit cases and also to see a dashboard of case resolution history.
Which type of Community license should be used to meet these requirements?
- A. Lightning External Apps Starter
- B. Customer Community Plus
- C. Customer Community
- D. High Volume Customer Portal
Answer: C
NEW QUESTION # 82
Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?
- A. omni Channel
- B. Contact Request
- C. Field Service
- D. Mobile Connect
Answer: C
NEW QUESTION # 83
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 case report with a custom summary formula to calculate the 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 daily snapshot report of all cases and calculate percentage of escalated cases
Answer: A
NEW QUESTION # 84
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. Define separate Record Types for Tier 1 and Tier 2
- B. Enable Omni-Channel Case assignment
- C. Implement Lightning Guided Engagement
- D. Configure a Visual Flow Troubleshooting Action
Answer: C,D
NEW QUESTION # 85
What are two design considerations for a Live Agent implementation? Choose 2 answers
- A. Idle Connection Timeout
- B. Chat Window Title
- C. Chat Visitor Browser
- D. Chat Character Limit
Answer: A,C
NEW QUESTION # 86
The contact center at universalcontainers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Automatic call distribution
- B. Knowledge base
- C. Customer community
- D. Service cloud console
Answer: B,C
NEW QUESTION # 87
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can embed API calls and processes on web pages to automate call handling processes.
- B. Agents can run their SoftPhone at the operating system level,embedded in the task bar or system tray.
- C. Developers can integrate with any telephony platform available with little to no need for customization.
- D. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
Answer: A,D
NEW QUESTION # 88
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Make contact center representatives accessible 24/7 to distribute the call volume.
- B. Make knowledge base articles and community answers accessible on its website.
- C. Hire contact center representatives that specialize in each of the product categories.
- D. Redirect users from the company site to social media forums about the products.
Answer: B
NEW QUESTION # 89
Universal Containers 'IT policy prevents third-party software from being installed on employee computers.
However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?
- A. Email-to-Case
- B. An AppExchange package
- C. web-to-Case
- D. On-Demand Email-to-Case
Answer: D
NEW QUESTION # 90
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should aconsultant implement?
- A. Create a Process Builder with Scheduled Actions.
- B. Configure Case Escalation Rules.
- C. Define Case Auto-Response Rules.
- D. Establish Case Assignment Rules.
Answer: C
NEW QUESTION # 91
For which purpose should a contact center use visual workflow?
- A. To assign follow-up tasks to an agent one week after a case is closed.
- B. To escalate a case to the support manager if it has been open for more than 72 hours.
- C. To automate business processes for agents who troubleshoot customer support issues via phone.
- D. To automatically assign cases to a specific queue based on the customer support level.
Answer: C
NEW QUESTION # 92
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Data Categories and Article Types
- B. Service Console Profile Assignments
- C. Data Categoriesand Article Actions
- D. Service Console Knowledge Components
Answer: A,D
NEW QUESTION # 93
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