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: Feb 15, 2025

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Question 1

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 2

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

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

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 5

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A : nvert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

B : ure that each existing article type has a corresponding knowledge article type that matches its structure and content.

C : rify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

D : epare a single .csv file that can be used to migrate all article types at once and include with a. properties file in a.zip for import

Answer: B

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Total 261 Questions | Updated On: Feb 15, 2025

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