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: April 13, 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]

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?

Show Answer Hide Answer
Correct Answer: A

Question No. 2

[Industry Knowledge]

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key

performance indicators (KPIs) and product support planning within its Service organization. CK has at

least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has

yet to implement any Einstein Al products.

Which approach should the consultant recommend to start. Al efforts at CK?

Show Answer Hide Answer
Correct Answer: A

Question No. 3

[Contact Center Analytics]

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

Show Answer Hide Answer
Correct Answer: C

Question No. 4

[Service Cloud Solution Design]

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered.

What should the consultant recommend to prevent duplicate records from being created?

Show Answer Hide Answer
Correct Answer: A

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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