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2025 ADM-261 Exam Quiz | High-quality Salesforce Test ADM-261 Book: Service Cloud Administration

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Salesforce Service Cloud Administration Sample Questions (Q180-Q185):

NEW QUESTION # 180
Universal Containers (UC) wants customers to be notified by email when their issue is resolved. The notification should contain a reference link in the form of their case number. The customer should be able to click the link and be redirected to the resolved case in UC's Community. Which three features must be configured to accomplish this? Choose 3 answers

A. Workfl
B. Assignment Rule
C. Email Template
D. Email Alert
E. Email Relay

Answer: A,C,D

NEW QUESTION # 181
Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.
How should a Consultant accomplish this?

A. Omni-Channel with prioritized queues
B. Standard Web-to-Case with assignment rules
C. Standard Email-to-Case with assignment rules
D. Lightning Email with web routing prioritization

Answer: C

NEW QUESTION # 182
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A. Configure Case Escalation Rules.
B. Enable Omni-Channel Routing.
C. Define Entitlement andMilestones.
D. Use Process Builder with Scheduled Actions

Answer: C

NEW QUESTION # 183
Universal Containers Call Center Agents have limited visibility to customer support levels, resulting in inconsistent response times and lengthened resolution times. Which two recommendations should a Consultant recommend to improve the agent experience and reduce response and resolution times? Choose 2 answers

A. Configure Assignment Rules based on Case Priority.
B. Configure Success, Warning, and Violation Actions for Milestones.
C. Create a Report of all active Entitlements grouped by Customers.
D. Add the Entitlements related list to the Account Page Layout.

Answer: A,D

NEW QUESTION # 184
Which of the following utilize the "Automated Case User" (Choose 3 answers):

A. When a case iscreated via Email-To-Case this user is assigned as the case owner
B. When a case is created via Web-To-Case this user is listed in the case history
C. When an emailnotification is triggered via workflow this user is listed in the case history
D. When a case is escalated this user is listed in the case history
E. When a case is automatically assigned using assignment rules this user is listed in the case history

Answer: B,D,E

NEW QUESTION # 185
......

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