Quickly and Easily Pass Salesforce Exam with ADX261 real Dumps Updated on Oct-2025 [Q92-Q110]

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Quickly and Easily Pass Salesforce Exam with ADX261 real Dumps Updated on Oct-2025

Realistic ADX261 Dumps Questions To Gain Brilliant Result

NO.92 Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

Create a blocking rule.

Enable Assistance Flag Configuration setting.

Create sensitive data rules.

Enable Sneak Peek Configuration setting.

NO.93 universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Omni channel

Contact Requests

field service

Mobile connect

NO.94 To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

Add the Knowledge related list to the Case record page.

Add the Knowledge tab to the Service Console.

Add Knowledge Data Categories to each Case.

Add the Knowledge Component to the Case record page.

NO.95 Cloud Kicks uses Service Cloud and Slack. For difficult casesm service agents wants to create a swarm in Slack to pull in in experts from multiple
How should the consultant recommend an agent launch a swarm?

Dynamic Form

Apex Trigger

Quick Action

Scheduled flow

NO.96 A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

CTI Adapter configuration

Lightning Console enablement

Call Center Definition File creation

Service Console case creation configuration

NO.97 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?

The Approval Process will automatically Publish.

Approve articles from the Knowledge approval page to Publish.

Agents must click Publish after the Approval Process.

Set the final approval action to “Lock the record for editing”.

NO.98 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 sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

An organization-wide default of Public Read/Write on the Case object

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

NO.99 Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 – 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the consultant suggest?

On-Demand Email-to-case

Standard email to case

Web to case forms

Omni channel routing

NO.100 Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.
What should a consultant recommend?

Add History to the Utility bar.

Create a custom dashboard.

Keep all cases open in tabs.

NO.101 Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asi a. UC wants standardized reporting across worldwide contact centers’ key performance indicators (KPIs).
Which approach should a consultant recommend in this scenario?

Assign a global team of experienced analysts to create a standard report template.

Ask leadership, management, and agents in all regions to vote on the standard report template.

Request that the VP of worldwide support design a standard report template to provide a clear vision,

NO.102 A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?

Implement Case Swarming.

Implement Einstein Bots.

Implement Skills-Based Routing.

NO.103 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 their behalf. support team on What should a consultant recommend to meet the requirement?

A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

An organization-wide default of Public Read/Write on the Case object

NO.104 Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?

Add the Knowledge related list to the case page layout.

Add the Knowledge object to global search objects.

Add the Knowledge component on the case Lightning record page.

NO.105 Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement.
Which methodology should the consultant recommend given the requirements?

Waterfall

Hybrid

Agile

NO.106 Universal Containers needs to provide contact center agents with access to a customer’s payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing data is stored in an external system containing over 20 million records.
* Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?

Create a custom tab that displays a search page from the billing system.

Integrate payment data into Salesforce from the billing system using custom objects.

Configure Salesforce Connect and External Objects to the billing system.

NO.107 Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

Approval Process that assigns an Article to a Reviewer Queue.

Knowledge Action to Publish an Article once the Article is approved.

Validation Rules for article record types to verify all fields during creation.

Data Category to assign an article record type to a Reviewer.

NO.108 What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

Customize the Lightning Console chat page.

Customize Intents using Einstein Chatbots.

Customize the pre-chat form.

NO.109 A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company.
What is the recommended solution to meet the requirements?

Experience Cloud with payment processing

Einstein Bots with check processing

Service Cloud Voice with Tele-pay

NO.110 The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Create a case assignment rule to ensure cases are owned by a user when closed.

Use a data tool to update the owner field on closed cases.

Create a Process Builder and Flow to change the owner on closed cases.

Create a case validation rule to ensure cases are owned by a user when closed.

To take the ADX261 exam, candidates must have a fundamental understanding of Salesforce concepts and skills. They should have experience working with the service cloud and be familiar with its features and capabilities. ADX261 exam requires candidates to have a thorough understanding of service cloud administration, including account and contact management, case management, and service entitlements.

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