Free Salesforce ADX-261 Exam Questions
Absolute Free ADX-261 Exam Practice for Comprehensive Preparation
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Salesforce ADX-261 Exam Questions
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Provided By: Salesforce
- Exam: Administer and Maintain Service Cloud (WI25)
- Certification: Salesforce Certified Administrator
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Total Questions: 291
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Updated On: Jul 22, 2026
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Rated: 4.9 |
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Online Users: 582
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Question 1
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Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?
Answer: C
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Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?
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Question 2
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Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents areworking within theconfines of the service-level agreements (SLAs).Which feature should the consultant consider?
Answer: A
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Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents areworking within theconfines of the service-level agreements (SLAs).Which feature should the consultant consider?
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Question 3
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Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.UC's goal is to enhance real-time communication and support.Which interaction channel should the consultant suggest to UC?
Answer: B
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Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.UC's goal is to enhance real-time communication and support.Which interaction channel should the consultant suggest to UC?
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Question 4
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As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledgemanagement for its support agents. Several months after the implementation, CK managementnotices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show adecrease; however, many customers have provided testimonials about great support experiences.Which KPI could help explain the disparity?
Answer: A
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As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledgemanagement for its support agents. Several months after the implementation, CK managementnotices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show adecrease; however, many customers have provided testimonials about great support experiences.Which KPI could help explain the disparity?
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Question 5
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Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides written in HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?
Answer: B
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Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides written in HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?