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  • Exam Name: Service Cloud Administration (SU24)
  • Last Update: 16-Oct-2024
  • Questions and Answers: 354
  • Single Choice: 194 Q&A's
  • Multiple Choice: 160 Q&A's

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ADM-261 Questions and Answers

Question # 1

A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter

What should the Consultant recommend implementing in the Lightning Service Console?

A.

The Social Feed

B.

A Twitter Macro

C.

The Case Feed

D.

A Custom Component

Question # 2

Using Import Wizard, how many Asset records can you import at a time?

A.

1000

B.

5000

C.

50,000

D.

100,000

E.

You cannot import Assets via Import Wizard

Question # 3

Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

A.

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

B.

Enable the Knowledge sidebar related list on the case page layout.

C.

Enable the Knowledge sidebar setting in the case support settings.

D.

Create a Visualforce page called Knowledge sidebar on the case page layout.

Question # 4

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

A.

Articles appearing in the Knowledge sidebar

B.

Products and assets associated to the case

C.

Knowledge articles attached to the case

D.

Contract details related to the entitlement

Question # 5

Why would customer upgrade from self-service to customer portal (Choose 3)?

A.

Access to custom objects

B.

Branded site

C.

Simpler and easier to configure

D.

Better reporting

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