Free Salesforce ADX-261 Exam Questions

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

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Total 261 Questions | Updated On: Jan 27, 2025

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Question 1

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

A : Add the Knowledge related list to the case page layout.

B : Add the Knowledge object to global search objects.

C : Add the Knowledge component on the case Lightning record page.

Answer: C

Question 2

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.

What is the recommended license to meet the requirement?

A : rvice Cloud User feature license

B : nstein Reply Recommendations

C : nstein Social Insights add-on

D : cial Service Pro add-on

Answer: A

Question 3

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

A : tomer satisfaction Survey

B : tomer Purchase History

C : tomer Support Requests

D : t promoter Score

E : rvice Level Agreement

Answer: A,B,D

Question 4

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 5

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

Page: 1 / 53

Total 261 Questions | Updated On: Jan 27, 2025

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