Free Salesforce ADX-261 Exam Questions

Become Salesforce Certified with updated ADX-261 exam questions and correct answers

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Total 269 Questions | Updated On: Oct 28, 2025

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Question 1

If a 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 : Define separate Record Types for Tier 1 and Tier 2

C : Implement Lightning Guided Engagement

D : Configure a Visual Flow Troubleshooting Action

Answer: C

Question 2

Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.

What should a consultant recommend to meet this requirement?

A : Social Persona for Twitter and Facebook.

B : Social Media Marketing message tagging.

C : Social Customer Service for Twitter and Facebook.

D : Einstein Bot social queues.

Answer: C

Question 3

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.

Which approach should a consultant implement?

A : Define Case Auto-Response Rules.

B : Establish Case Assignment Rules.

C : Create a Process Builder with Scheduled Actions.

D : Configure Case Escalation Rules.

Answer: D

Question 4

Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.

What is the recommended solution to meet the requirements?

A : Screen Flow

B : Einstein Case Routing

C : Case Escalation Rules

D : Omni-Channel Supervisor

Answer: D

Question 5

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?

A : Gather organizational vision, map processes, plan metrics, and plan for user feedback.

B : Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

C : Gather organizational vision, map processes, plan for user feedback, and define metrics.

Answer: A

Page: 1 / 54

Total 269 Questions | Updated On: Oct 28, 2025

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