Free Salesforce ADX-261 Exam Questions

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

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Total 291 Questions | Updated On: Apr 29, 2026

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Question 1

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.

What two solutions can a consultant suggest to meet the agent's requirements?

Choose 2 answers

A : Add multiple ELSE IF blocks after the IF block

B : Add conditional logic to the instructions

C : Create a formula to build the macro logic around

D : Add a formula block to the macro

Answer: C,D

Question 2

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents areworking within theconfines of the service-level agreements (SLAs).Which feature should the consultant consider?

A : Entitlements

B : Case Management

C : Service Contracts

Answer: A

Question 3

Universal Containers has recently implemented an Experience Cloud site to allow itscustomers to create and update their cases online. Customers should only be able to access the caseswhere they are listed as the contact, including cases created by the their behalf. support team onWhat should a consultant recommend to meet the requirement?

A : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

B : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

C : An organization-wide default of Public Read/Write on the Case object

Answer: A

Question 4

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?

A : Create a Service Agent for intake and use the Raise Supervisor Flag action.

B : Use Slack Case collaboration to get the customer solution quickly.

C : Create a Service Agent for intake and use the Escalate to Supervisor action.

Answer: C

Question 5

Universal Support is implementing Service Cloud to replace its legacy ticketing system. The support team is geographically dispersed and consists of customer support users with varying levels of technical expertise. They are introducing Case Management, Knowledge, and Omni-Channel routing. The Support Manager aims to ensure the rollout proceeds smoothly and that users adopt the new system quickly and efficiently. How can the Support Manager meet these requirements?

A : Schedule instructor-led training sessions, include role-based scenarios, and implement a phased rollout starting with a pilot group.

B : Launch a full company-wide rollout with a short video tutorial and allow support reps to explore the system independently.

C : Provide sandbox access to all support reps two weeks before launch and encourage peer-to-peer learning without formal training.

Answer: A

Page: 1 / 59

Total 291 Questions | Updated On: Apr 29, 2026

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