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Salesforce ADX261 Exam Questions
- Topic 1: Industry Knowledge: It explains the factors that influence KPIs and key Contact Center metrics. Moreover, it discusses risks, benefits, and business challenges. Lastly, it focuses on industry standards and general capabilities.
- Topic 2: Implementation Strategies: This topic deals with participating in a successful consulting engagement, recommending suitable deployment and training strategies, and explaining considerations and implications for data migration, data governance, data quality, and large data volumes.
- Topic 3: Service Cloud Solution Design: It delves into assessing customer requirements to determine limitations, and design trade-offs for the service agent experience and interaction channels. The topic also discusses data security and compliance requirements.
- Topic 4: Knowledge Management: It explains Knowledge article lifecycle, Knowledge-Centered Support (KCS), and best practices as well as determining how to configure Knowledge.
- Topic 5: Intake and Interaction Channels: It discusses recommending the suitable approach to intake channels and their design. The topic also discusses the use cases and functionality for proposed interaction channels. Lastly, it delves into design considerations and best practices.
- Topic 6: Case Management: Discussion of different capabilities of Service Cloud automation. Explaining how to configure service entitlements, milestones, assets, business hours, and service-level agreements in Service Cloud. It also explains case deflection strategies and case management solution from creation to closure.
- Topic 7: Contact Center Analytics: The topic discusses develop reports and dashboards in Salesforce.
- Topic 8: Integrations: Explains use cases and considerations for core Service Cloud integrations.
Free Salesforce ADX261 Exam Actual Questions
Note: Premium Questions for ADX261 were last updated On Aug. 18, 2025 (see below)
[Service Cloud Solution Design]
Universal Containers has implemented a call-based response system. The call wait time has become too long, and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?
[Service Cloud Solution Design]
Universal Containers (UC) is migrating from a legacy case management system to
Salesforce. UC would like to retain the existing parent-child relationships between cases.
What should a consultant recommend?
[Knowledge Management]
Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.
Which consideration should the admin be aware of when making this change?
[Knowledge Management]
A company is planning for the migration of an existing external knowledge base into
Salesforce Knowledge.
Which set of factors should be considered when selecting the articles to migrate?
[Case Management]
Universal Containers (UC) provides customer support for two separate business groups. UC
requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?
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