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: December 21, 2025
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

[Service Cloud Solution Design]

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete.

What is a cost-effective method for agents to create these activities?

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Correct Answer: A

Question No. 2

[Industry Knowledge]

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

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Correct Answer: A

Question No. 3

[Interaction Channels]

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a

case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

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Correct Answer: A

Question No. 4

[Case Management]

The Universal Containers product development team uses Service Cloud. UC has recently added its billing support team to its existing Service Cloud implementation. Upon reviewing the billing and product team's case lifecycles, the following statuses were documented:

* Billing support team: New, Under Review, In Progress, Blocked, Closed

* Product development team: New, Under Review, In Progress, Closed

How should a consultant configure Service Cloud to provide each team with the correct case lifecycle?

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Correct Answer: C

Question No. 5

[Interaction Channels]

Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service

Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.

Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

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Correct Answer: A

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