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: Sep 10, 2025

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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

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A : Validation Rules

B : Einstein Next Best Action

C : Service Analytics Predictions

D : Einstein Reply Recommendations

Answer: D

Question 3

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 4

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

A : Change set

B : Manuallyre create the Permission sets

C : Create an Unmanaged package

D : Publish a Managed package

Answer: A

Question 5

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be

reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

A : The Approval Process will automatically Publish.

B : Approve articles from the Knowledge approval page to Publish.

C : Agents must click Publish after the Approval Process.

D : Set the final approval action to ''Lock the record for editing''.

Answer: C

Page: 1 / 54

Total 269 Questions | Updated On: Sep 10, 2025

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