[Mar 31, 2026] Get New ADX261 Certification – Valid Exam Dumps Questions
100% Passing Guarantee - Brilliant ADX261 Exam Questions PDF
Salesforce ADX261 exam tests the candidate's knowledge of various aspects of Salesforce Service Cloud, including managing cases, configuring the console, setting up entitlements and milestones, creating and managing knowledge articles, and configuring Live Agent. ADX261 exam also covers topics such as managing communities, setting up and managing email-to-case, and configuring Service Cloud Lightning.
The ADX261 exam is a 90-minute test that consists of 60 multiple-choice questions. ADX261 exam is conducted online and can be taken from anywhere in the world. The passing score for ADX261 exam is 65%, and the test is available in English, Spanish, French, German, Italian, Portuguese (Brazilian), and Japanese. ADX261 exam fee is $200, and candidates can take the test up to three times to pass.
NEW QUESTION # 84
Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.
Which metric should a consultant recommend to track the efficiency of individual agents?
- A. Total Emails Sent
- B. After Conversation Work Time
- C. Call Abandonment
Answer: B
Explanation:
To track the efficiency of individual agents using the Service Cloud Voice Dialer, focusing on the "After Conversation Work Time" metric is recommended. This metric measures the time spent by agents on follow-up tasks after a call has ended, providing insights into how efficiently agents manage their post-call responsibilities and contributing to an overall understanding of agent productivity.
NEW QUESTION # 85
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
- A. Migrate the data to a data lake and request a dashboard.
- B. Create reports from Cases and display on a dashboard.
- C. Use Einstein Analytics for Service Cloud,
Answer: C
Explanation:
For providing executives and service managers with quick access to agent, team, and call center KPIs, utilizing Einstein Analytics for Service Cloud is recommended. This solution offers advanced analytics and visualization capabilities, enabling the creation of dashboards that provide real-time insights tailored to different organizational levels, based on their data access.
NEW QUESTION # 86
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer is shown the new Rep's name
- B. Both Service Reps can chat with the customer
- C. The chat transcripts and case are transferred
- D. The Customer doesn't know they were transferred
Answer: A,C
NEW QUESTION # 87
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?
- A. Deduplicate the data before importing into SF
- B. Import the records and use duplicate management
- C. Standardize all rows to match salesforce data types
- D. Import records and cretae a a worflow rule to change the data type
- E. Install data quality analysis dashboards from the appexchange
Answer: A,C,E
NEW QUESTION # 88
the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend
- A. Reporting Snapshots by call center
- B. DynamicDahsbaord by Call Center
- C. Report Subscriptions by call center
- D. Case report grouped by call center
Answer: A
NEW QUESTION # 89
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers
- A. Import the records and create a workflow rule to change the data type.
- B. Import the records and use Duplicate Management.
- C. Deduplicate the data before importing into Salesforce,
- D. Standardize all rows to match Salesforce data types.
- E. Install the Data Quality Analysis Dashboards from the AppExchange.
Answer: C,D,E
Explanation:
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Verified Reference: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5
NEW QUESTION # 90
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers
- A. Article Record Types must be created before the import.
- B. Each Article Record Type must be in a separate CSV.
- C. Article Record Types will be created as part of the import.
- D. Multiple Article Record Types can be imported in the same CSV.
Answer: A,D
NEW QUESTION # 91
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers
- A. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- B. A knowledge article life cycle that evolves based on usage and demand
- C. Reduced issue resolution time
- D. Reduced first contact resolution
Answer: C,D
NEW QUESTION # 92
After migration from Knowledge to Lightning Knowledge , Authors are unable to cretae FAQ article type , but can succefull create Install Notes article
type.SupportMngers have confirmed that articles of type FAQ exist in production.
How shoud a consultant correct this problem?
- A. Grant authors access to the FAQ records type
- B. Set Article Or Wide to Public Read Write
- C. Add Authors to the FAQ data category
- D. Grant Authors acess to FAQ artcle type
Answer: A
NEW QUESTION # 93
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
- A. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
- B. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
- C. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
Answer: C
NEW QUESTION # 94
Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well.
How should the consultant display the data quickly?
- A. Migrate the data to a data lake and request a dashboard.
- B. Create reports from Cases and display on a dashboard.
- C. Use Einstein Analytics for Service Cloud,
Answer: C
NEW QUESTION # 95
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the
same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?
- A. The user creating the dashboard
- B. Let the dashboard viewers choose
- C. The dashboard viewer
- D. The VP of service
Answer: C
NEW QUESTION # 96
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. Average call handle time by team.
- B. Number of cases created using Communities by month.
- C. Number of cases closed by self-service users.
- D. Number of Knowledge articles created each month.
Answer: B,C
NEW QUESTION # 97
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
- A. Employee Community
- B. Customer Experience site
- C. Partner Experience site
Answer: C
NEW QUESTION # 98
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION # 99
universal containers is implementing a customer community using the
customer service template.One of the requiremnets is for members to be able to find knowledge articles based on the product type.How should consultant satisfy this requirement
- A. Utilize topic tags for each product type
- B. Enable suggested artciels in the community
- C. Define article types with sharing settings
- D. Set the visibility to the data categories
Answer: A
NEW QUESTION # 100
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?
- A. Salesforce for Outlook
- B. On-Demand Email-to-Case
- C. Web-to-Case
- D. Email-to-Case
Answer: D
NEW QUESTION # 101
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Salesforce ADX261 exam consists of 60 multiple-choice questions that you must complete within 105 minutes. The questions are designed to test your knowledge of Service Cloud administration and maintenance, including topics such as case escalation, data management, and reports and dashboards. To pass the exam, you must score at least 65%. Upon passing, you will receive the Salesforce Certified Service Cloud Consultant certification, which validates your expertise in managing and configuring the Service Cloud.
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ADX261 Dumps 2026 - NewSalesforce Exam Questions: https://drive.google.com/open?id=1Wf7wYyBRE2A2B5TGtlbLlc61Z0ZpwHVu
