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Latest Salesforce ADX-261 Practice Exam Questions and Answers, Free PDF | SPOTO

The Salesforce ADX-261 exam is designed for professionals seeking to demonstrate their expertise in advanced Salesforce administration and configuration. This certification focuses on topics like managing Salesforce solutions, application design, and maintaining system security. To succeed in the ADX-261 exam, it’s crucial to prepare with high-quality practice materials. SPOTO offers the latest practice exam questions and answers for 2024 in a free PDF format. These resources provide exam sample questions, practice test materials, and exam dumps to help you understand the exam structure and key concepts. By using these practice questions and study materials, you’ll be able to identify areas that require improvement and confidently tackle the exam. Make your exam preparation more effective and pass the Salesforce ADX-261 exam with the help of SPOTO’s comprehensive exam prep resources.
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Question #1
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?
A. mplement Case Swarming
B. mplement Einstein Bots
C. mplement Skills-Based Routing
View answer
Correct Answer: B

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Question #2
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.What should UC do to address this situation?
A. easure and reward agents based on the number of new articles submitted for approval
B. easure and reward agents based on the number of new articles approved for publication
C. equire agents to check a box on the case when submitting a new suggested article
View answer
Correct Answer: B
Question #3
Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.Which reporting solution should a consultant recommend?
A. ustom Report Types with Reports and Dashboards
B. nowledge Base Reports and Dashboard Package Installation
C. nowledge Dashboard Pack for CRM Analytics Installation
View answer
Correct Answer: B
Question #4
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.How should the consultant recommend the report be created?
A. Build a report on Products with Activities grouped by owner
B. Create a Custom Report type with Activities as the primary object
C. Customize the My Team's Calls This Week standard report
View answer
Correct Answer: B
Question #5
Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.Which feature should the consultant suggest?
A. eb-to-Case
B. n-Demand Email-to-Case
C. mail-to-Case
View answer
Correct Answer: A
Question #6
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. reate reports from Cases and display on a dashboard
B. igrate the data to a data lake and request a dashboard
C. se Einstein Analytics for Service Cloud,
View answer
Correct Answer: C
Question #7
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. Partner Experience site
C. Customer Experience site
View answer
Correct Answer: B
Question #8
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
A. ata Import Wizard
B. ata Loader
C. ass Transfer Records
View answer
Correct Answer: B
Question #9
Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.What should the consultant recommend to distribute cases?
A. Create queues with support agents and use assignment rules
B. Predefine case teams and use assignment rules
C. Configure Web-to-Case and use assignment rules,
View answer
Correct Answer: A
Question #10
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information.How should the consultant recommend the report be created?
A. uild a report on Products with Activities grouped by owner
B. reate a Custom Report type with Activities as the primary object
C. ustomize the My Team's Calls This Week standard report
View answer
Correct Answer: B
Question #11
Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.Management would like to provide a method for service agents to handle duplicates and delete one of the cases.Which action should a consultant recommend?
A. nable Case Merge
B. et up duplicate rules on Case
C. reate an autolaunched Flow,
View answer
Correct Answer: A
Question #12
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. mployee Community
B. artner Experience site
C. ustomer Experience site
View answer
Correct Answer: B
Question #13
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).Which feature should a consultant recommend?
A. mni-Channel Routing
B. ilestones & Entitlements processes
C. ase Assignment rules
View answer
Correct Answer: A
Question #14
Cloud Kicks wants to standardize its service key performance indicators (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. Dashboard viewer
B. Team leaders
C. VP of service
View answer
Correct Answer: A
Question #15
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy to production.Which solution should a consultant use to deploy the Service Resources, Skills, and Routing?
A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records
View answer
Correct Answer: B
Question #16
Cloud Kicks wants to standardize its service key performance indicators (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. ashboard viewer
B. eam leaders
C. P of service
View answer
Correct Answer: A
Question #17
A consultant has been hired to integrate a client's phone system with the Service Console.What is the consultant required to do during this integration?
A. nable the Lightning Console
B. onfigure the CTI Adapter
C. dd the utility bar to the app
View answer
Correct Answer: B

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