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Salesforce ADX261 Exam
Service Cloud Administration in Lightning Experience (Page 7 )

Updated On: 1-Feb-2026
Page 7 of 41
PDF with 304 Questions

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

  1. Email-to-Case
  2. Salesforce for Outlook
  3. Web-to-Case
  4. On-Demand Email-to-Case

Answer(s): A



Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

  1. Set up communication channel layouts in the object manager to use Insert Article into Social post.
  2. Set up insert Article into Social post and enable the customer community portal.
  3. Create a Chatter group and invite the customer to join with an external chatter user.
  4. Create a Visualforce page on the customer community portal.

Answer(s): B



The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

  1. Limit Customers to 5 Cases per day.
  2. Provide a self-help Customer Community.
  3. Add more support phone lines.
  4. Ask sales reps to respond to support Cases

Answer(s): B



Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

  1. Auto launch flow
  2. Salesforce Console for Service
  3. Visualforce custom page Questions & Answers PDF Page 6
  4. Process Builder

Answer(s): B



what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

  1. Customize the lightning console chat page
  2. Configure a chat validation rule
  3. Customize the pre chat form
  4. ConfigureLightningGuided Engagement

Answer(s): C



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Viewing questions 31 - 35 out of 304 questions



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