100% Free Salesforce ADX-261 Practice Test Questions

Question 1

Universal Containers recently rolled out a Salesforce knowledge implementation; however, users are finding unreliable and unrelated

Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console. Which two actions should a Consultant recommend to address the

lack of quality checking? Choose

2 answers

A : Restrict the Manage Articles user permission

B : Set up an intuitive Data Category hierarchy

C : Enable and configure wildcards for article searches

D : Require that an article be added when closing a case

Answer: C,D

Question 2

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7

A : Filter or Cosed When Created equals true

B : Filter on Status equals Ctosea Resolved

C : Filter where Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

Question 3

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Question 4

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Question 5

The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A : Number of cases closed by self-service users

B : Average call handle time by team.

C : Number of Knowledge articles created each month.

D : Number of cases created using Communities by month.

Answer: A,D

Free Practice Salesforce ADX-261 Exam Questions 2025