Salesforce ADX261 Exam Dumps

Get All Administer and Maintain Service Cloud Exam Questions with Validated Answers

ADX261 Pack
Vendor: Salesforce
Exam Code: ADX261
Exam Name: Administer and Maintain Service Cloud
Exam Questions: 197
Last Updated: June 6, 2026
Related Certifications: Service Cloud Consultant
Exam Tags: Intermediate Salesforce administrators and consultants
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Free Salesforce ADX261 Exam Actual Questions

Question No. 1

[Case Management]

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.

Which tool should the consultant use to meet the requirements?

Show Answer Hide Answer
Correct Answer: B

Question No. 2

[Case Management]

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Show Answer Hide Answer
Correct Answer: A

Question No. 3

[Knowledge Management]

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only

have access to its own articles when performing a search.

Which solution should a consultant recommend to meet this requirement?

Show Answer Hide Answer
Correct Answer: C

Question No. 4

[Knowledge Management]

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

Show Answer Hide Answer
Correct Answer: C

Question No. 5

[Industry Knowledge]

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of

the problem.

Following best practices, which solution should a consultant recommend?

Show Answer Hide Answer
Correct Answer: A

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