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: Jan 10, 2025

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Question 1

to help service agents more accurately respond to cases universal containers wants a list of relevant knowledge articles to be displayed on case

record page.

A : the knowledge related list to the case record page

B : the knowledge tab to the service console

C : knowledge component to case record page

D : knowledge data categories to each case

Answer: C

Question 2

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 3

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 4

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 5

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.

When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.

What is the recommended solution?

A : ual Remote Assistant

B : eld Service

C : rkforce Engagement

D : cident Management

Answer: B

Page: 1 / 53

Total 261 Questions | Updated On: Jan 10, 2025

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