Free Salesforce ADX-261 Exam Questions

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

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Total 268 Questions | Updated On: Jun 06, 2025

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Question 1

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

How should a consultant configure this requirement?

A : the Knowledge related list to the Case record page.

B : the Knowledge tab to the Service Console.

C : Knowledge Data Categories to each Case.

D : the Knowledge Component to the Case record page.

Answer: D

Question 2

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A : mber of cases closed by self-service users

B : Average call handle time by team.

C : mber of Knowledge articles created each month.

D : mber of cases created using Communities by month.

Answer: A,D

Question 3

Support is divided by product line at AW Computing. Each product line has its own support reps, queue, articles, and record types. Support reps only work within their product line. To help standardize communications with customers, the support administrator would like to implernent quick texts. Quick texts are unique to each product line. How should the administrator ensure support reps only have access to quick texts for their specific product line?

A : Set the organization-wide default to Private and create sharing rules to share with roles.

B : Create a folder for each product line and share them with the specific users.

C : Add a permission set for Read access to the appropriate product line.

D : Assign the quick texts to Data Categories with access to the appropriate profiles.

Answer: B

Question 4

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?

A : Record Types

B : Dynamic Forms

C : Omni-Channel

Answer: A

Question 5

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A : nvert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

B : ure that each existing article type has a corresponding knowledge article type that matches its structure and content.

C : rify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

D : epare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import

Answer: B

Page: 1 / 54

Total 268 Questions | Updated On: Jun 06, 2025

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