Free Salesforce ADX-261 Exam Questions

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?

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiencyof the support team. The company uses key performance indicators (KPIs) to measure the success ofthe implementation.Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

A manager would like information on which Knowledge articles are used most often by call center agents.Which report should a consultant use to identify the Knowledge articles that are used most often?

Universal Containers provides customers with different service levels based on their services agreement. TheVP of customer service wants touse Service Cloud to track when cases have yet to reach certain stages and ensure that senior management isalerted accordingly.Which feature should a consultant recommend to address this requirement?

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?