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: February 24, 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

[Industry Knowledge]

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change

Management process to provide a foundation for its auditing and governance needs. CK also wants

interactive recommendations for every department during this process.

Besides implementing Incident Management and Service Cloud for Slack, what should a consultant

recommend for the full solution?

Show Answer Hide Answer
Correct Answer: A

Question No. 2

[Integration and Data Management]

A consultant has been hired to integrate a client's phone system with Salesforce.

What should the consultant consider using for this integration?

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Correct Answer: A

Question No. 3

[Implementation Strategies]

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

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Correct Answer: A

Question No. 4

[Interaction Channels]

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency.

Which metric should a consultant recommend to track the efficiency of individual agents?

Show Answer Hide Answer
Correct Answer: C

Question No. 5

[Case Management]

A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.

Which feature will help CK users archive and access the case information from an External Object?

Show Answer Hide Answer
Correct Answer: B

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