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

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 2

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

A : ant Authors access to the FAQ article type.

B : t article Org Wide Default to Public ReadWrite.

C : Authors to the FaQ Data Category.

D : ant Authors access to the FaQ record type

Answer: D

Question 3

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 4

Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend?

A : Download the PDFs from the chat.

B : Use File Preview in the chat.

C : Ask the customer to send the PDF via email.

Answer: B

Question 5

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?

A : Record Types

B : Dynamic Forms

C : Omni-Channel

Answer: A

Page: 1 / 53

Total 261 Questions | Updated On: Feb 15, 2025

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