Free Salesforce ADX-261 Exam Questions

Question 1

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wantsto avoid a large volume of invalid cases.Which tool should the consultant use to meet the requirements?

A : On-Demand Email-to-Case

B : Web-to-Case

C : AppExchange Package

Answer: B

Question 2

Universal Containers has technical support and general customer service teams that use unique ServiceConsole applications.Which configuration should a consultant use when deploying the console?

A : Assign the app to the User profile.

B : Assign a permission set granting the Service User license.

C : Assign the Service User license to their User record.

Answer: A

Question 3

Support managers have requested the ability to provide real-time feedback to agentsduring customer chat sessions.Which feature should a consultant configure to meet this requirement?

A : Chatter

B : Omni-Channel Supervisor

C : Flow Orchestrator

Answer: B

Question 4

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creationmust scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.Which feature should the consultant suggest?

A : Web-to-Case

B : On-Demand Email-to-Case

C : Email-to-Case

Answer: A

Question 5

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wantsto avoid a large volume of invalid cases.Which tool should the consultant use to meet the requirements?

A : On-Demand Email-to-Case

B : Web-to-Case

C : AppExchange Package

Answer: B