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: Mar 25, 2025

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Question 1

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be

reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

A : Approval Process will automatically Publish.

B : prove articles from the Knowledge approval page to Publish.

C : ents must click Publish after the Approval Process.

D : t the final approval action to ''Lock the record for editing''.

Answer: C

Question 2

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A : eate a case assignment rule to ensure cases are owned by a user when closed.

B : a data tool to update the owner field on closed cases.

C : eate a Process Builder and Flow to change the owner on closed cases.

D : eate a case validation rule to ensure cases are owned by a user when closed.

Answer: A,B

Question 3

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

A : Configure Case Assignment Rules to use Queues.

B : Configure Omni-Channel Routing Model as Most Available.

C : Configure Case Assignment Rules to use Users.

D : Configure Omni-Channel Routing Model as Least Active.

Answer: A

Question 4

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 5

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Page: 1 / 53

Total 261 Questions | Updated On: Mar 25, 2025

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