100% Free Salesforce ADX-261 Practice Test Questions

Question 1

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7

A : Filter or Cosed When Created equals true

B : Filter on Status equals Ctosea Resolved

C : Filter where Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

Question 2

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 : Service Cloud User feature license

B : Einstein Reply Recommendations

C : Einstein Social Insights add-on

D : Social Service Pro add-on

Answer: A

Question 3

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.

What is the recommended method to decrease the time it takes to close cases?

A : Create Synonym Groups.

B : Create Article Translation.

C : Enable Suggested Articles.

D : Add Data Category Groups.

Answer: C

Question 4

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7

A : Filter or Cosed When Created equals true

B : Filter on Status equals Ctosea Resolved

C : Filter where Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

Question 5

Service Console users work on dozen of cases at one time, and often need to update a case they worked on earlier in the day.

What configuration should a consultant recommend?

A : Keep all open in tabs.

B : Use a second Console session.

C : Define a custom List View.

D : Add History to the Utility bar.

Answer: D

Free Practice Salesforce ADX-261 Exam Questions 2025