Salesforce ADX261 practice materials Questions Answers

Exam Code:
ADX261
Exam Name:
Administer and Maintain Service Cloud Exam
Last Update:
Jun 01,2026

197 Questions Answers Verified by Experts!


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Salesforce ADX261 Questions for Service Cloud Consultant Certification Exam 2026

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Administer and Maintain Service Cloud Exam ADX261 practice questions with explanations

 

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Page: 1 / 76
Total Questions: 378

Questions & Answers PDF

• Question 1

  

  Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

  • Customer Community
  • Web -to -Case
  • Live Agent
  • Knowledge Base
  • Chatter Answers

  Reveal Answer Answer: A, D, E Next Question

• Question 2

  

  If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

  • Enable Omni-Channel Case assignment
  • Define separate Record Types for Tier 1 and Tier 2
  • Implement Lightning Guided Engagement
  • Configure a Visual Flow Troubleshooting Action

  Reveal Answer Answer: C Next Question

• Question 3

  

  Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.What feature should a consultant recommend to meet this requirement?

  • Omni-Channel
  • Social Conversation Component
  • AppExchange solution
  • Custom Lightning Component

  Reveal Answer Answer: B Next Question

• Question 4

  

  How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

  • Add the Knowledge Component to the Service Console.
  • Add the Knowledge tab to the Console app.
  • Create email templates with Knowledge Articles attached.
  • Add the Suggested Article widget to the Case page layout.

  Reveal Answer Answer: A Next Question

• Question 5

  

  A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.What should a consultant recommend?

  • Define data categories with custom visibility.
  • Define article types with public sharing settings.
  • Define topics for each knowledge article.
  • Define a custom field to identify the subject.

  Reveal Answer Answer: A, B, D Next Question

• Question 6

  

  What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

  • Streamline the agent interface.
  • Enable templates for written responses.
  • Offer supports through Facebook and twitter.
  • Implement team productivity dashboards.

  Reveal Answer Answer: A, B Next Question

• Question 7

  

  Which feature should a consultant configure to allow global service reps to call customers from within the lightning service console?

  • Open CTI
  • Lightning dialer
  • Local presence
  • Macros

  Reveal Answer Answer: B Next Question

• Question 8

  

  Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.What should a Consultant recommend to address this issue?

  • Insert a reference Thread ID in the email subject template
  • Use Omni-Channel to automatically route inbound email
  • Assign a user to manually manage incoming email
  • Convert to an On-Demand Email-to-Case setup

  Reveal Answer Answer: A Next Question

• Question 9

  

  Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  • On a utility bar of the Lightning App
  • On a record Highlights Panel
  • On a record Activity Feed list
  • On the Calendar right hand panel

  Reveal Answer Answer: C Next Question

• Question 10

  

  Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).Which two approaches can be used to accomplish this goal?Choose 2 answers

  • Representing metrics such as first-response and resolution time on cases
  • Monitoring the case escalation rule queue to confirm service levels are met
  • Identifying the customer contact associated with a particular stage of a service contract
  • Displaying whether a case response complies with a customer's service level agreement

  Reveal Answer Answer: A, D Next Question

Page: 1 / 76
Total Questions: 378

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