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: Nov 13, 2024

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Question 1

Cloud Kicks (CK) plans to use Queues for case management. CK wants to limit the ability to modify cases to the appropriate users. CK needs to understand the different between a Private and Public Read Only organization-wide defaults sharing model on cases.

A : a Private sharing model, only queue members can take ownership or cases in the Queue.

B : a Public Read Only sharing model, all jsers can take ownership of cases in the Queue.

C : a Private sharing model, only queue members and direct reports can view cases in a Queue.

D : a Public Read Only sharing model, al users can view cases in a Queue.

Answer: A,C

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

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7

A : Filter or Cosed When Created equals true

B : Filter on Status equals Ctosea Resolved

C : Filter where Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

Question 4

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated

Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the

lack of quality checking? Choose

2 answers

A : trict the Manage Articles user permission

B : t up an intuitive Data Category hierarchy

C : able and configure wildcards for article searches

D : quire that an article be added when closing a case

Answer: C,D

Question 5

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

Page: 1 / 53

Total 261 Questions | Updated On: Nov 13, 2024

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