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Salesforce ADX261 Exam
Service Cloud Administration in Lightning Experience (Page 6 )

Updated On: 1-Feb-2026
Page 6 of 41
PDF with 304 Questions

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

  1. Standard Email-to-case
  2. On-Domand Emali-to-Case
  3. Apex Email Service
  4. Web-to-Case forms

Answer(s): A,B



Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.

Which Knowledge dashboard should a consultant use?

  1. Most Revised Articles
  2. Most Linked Articles
  3. Top Articles sorted descending
  4. Search Activity Gaps

Answer(s): B



Universal Containers is changing their case management system to salesforce. All active accounts, contacts, open cases and closed cases for the past five years must be migrated to salesforce for go-live.

Which approach should the consultant use for date migration?

  1. Prepare, plan, Test, execute, validate.
  2. Plan, prepare, test, execute, validate.
  3. Plan, prepare, validate, execute, test
  4. Prepare, plan, validate, execute, test

Answer(s): B



Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones.
Which solution should a consultant recommend?

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

Answer(s): B



Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
methodology.
Which two benefits can be expected from KCS adoption?
Choose 2 answers

  1. A knowledge article life cycle that is implemented correctly the first time and does not need to change
  2. A knowledge article life cycle that evolves based on usage and demand
  3. Reduced issue resolution time
  4. Reduced first contact resolution

Answer(s): C,D



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