Free Salesforce ADX-261 Exam Questions

Question 1

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

A : Enable Keyboard shortcuts

B : Define criteria-based record page components

C : Configure Macros

D : Create multiple Console layouts

Answer: A

Question 2

Universal Containers wants to let its customers interact in real time with support agents from their computersand mobiledevices.Which feature should a consultant recommend to meet this requirement?

A : Web-to-Case

B : Einstein Chat Bot

C : Knowledge articles

Answer: B

Question 3

Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.UC's goal is to enhance real-time communication and support.Which interaction channel should the consultant suggest to UC?

A : Einstein Bots

B : Messaging In-app and Web (MIAW)

C : Experience Cloud sites

Answer: B

Question 4

Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.UC's goal is to enhance real-time communication and support.Which interaction channel should the consultant suggest to UC?

A : Einstein Bots

B : Messaging In-app and Web (MIAW)

C : Experience Cloud sites

Answer: B

Question 5

Agents at universal containers are required to update the case status to

waiting for customer after they send an email to the case contact.Support

managers are noticing that many agents are forgetting to perform this step.

What should a consultnat recommend to address this problem.

A : Define case escalation rules

B : Configure flow Builder /Process Builder

C : Activate a validation rule

D : Create a Case Macro

Answer: B