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: Mar 12, 2026

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Question 1

universal containers is implementing a customer community using the

customer service template.One of the requiremnets is for members to be able

to find knowledge articles based on the product type.How should consultant

satisfy this requirement

A : Define article types with sharing settings

B : Enable suggested artciels in the community

C : Utilize topic tags for each product type

D : Set the visibility to the data categories

Answer: C

Question 2

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledgemanagement for its support agents. Several months after the implementation, CK managementnotices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show adecrease; however, many customers have provided testimonials about great support experiences.Which KPI could help explain the disparity?

A : Measure cases with and without articles attached with high CSAT scores.

B : Measure cases with and without articles attached with high net promoter scores (NPS),

C : Measure cases with and without articles attached based on case status.

Answer: A

Question 3

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs)to ensure that its customer supportcenter is profitable.Which metric should a consultant use to help executive management understand support center costs?

A : All Cases by Customer

B : All Open Cases by Priority

C : Case Resolution Time

Answer: C

Question 4

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

Question 5

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.

What should a consultant recommend as the next step?

A : Prioritize the requirements based on who submitted them.

B : Identify the requirements needed for initial GoLive.

C : Provide a timeline that addresses all the requirements.

D : Organize the requirements from largest to smallest.

Answer: B

Page: 1 / 59

Total 291 Questions | Updated On: Mar 12, 2026

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