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: August 20, 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

[Interaction Channels]

Cloud Kicks support agents are getting too many emails due to case ownership changes.

What should the admin recommend to solve the issue?

Show Answer Hide Answer
Correct Answer: B

Question No. 2

[Industry Knowledge]

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

Which solution should a consultant recommend to meet this requirement?

Show Answer Hide Answer
Correct Answer: C

Question No. 3

[Service Cloud Solution Design]

Cloud Kicks' service agents frequently receive requests for order updates. All order

information is managed by a separate cloud-based enterprise resource planning (ERP) system.

Agents currently jump between applications to search for these details and have asked if this process

can be improved.

Which approach should the consultant recommend to streamline the process?

Show Answer Hide Answer
Correct Answer: C

Question No. 4

[Implementation Strategies]

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and

integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's

development efforts.

What should a consultant recommend that UC's Salesforce admin do in this scenario?

Show Answer Hide Answer
Correct Answer: C

Question No. 5

[Case Management]

Universal Containers has a case handling process that requires each case to go through a

series of steps within a specified amount of time from case submission to case closure.

Which solution should a consultant recommend to meet these requirements?

Show Answer Hide Answer
Correct Answer: A

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