Free Practice Salesforce ADX-261 Exam Questions 2025

Stay ahead with 100% Free Administer and Maintain Service Cloud (WI25) ADX-261 Dumps Practice Questions

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Total 261 Questions | Updated On: Jan 27, 2025

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Question 1

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 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 : The Approval Process will automatically Publish.

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

C : Agents must click Publish after the Approval Process.

D : Set the final approval action to ''Lock the record for editing''.

Answer: C

Question 3

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A : Enable article customization for open cases.

B : Enable agents to create their own personal articles.

C : Enable suggested articles on new cases.

D : Enable article submission during case close.

E : Create an email template to send articles as PDF attachments.

Answer: A,C,D

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 : Number of cases closed by self-service users

B : Average call handle time by team.

C : Number of Knowledge articles created each month.

D : Number of cases created using Communities by month.

Answer: A,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: Jan 27, 2025

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