100% Free Salesforce ADX-261 Practice Test Questions and Answers 2026

Universal Containers has a robust Knowledge Base with several hundred articles. The management team has

recently identified 15 knowledge articles that contain confidential product information and should only be

visible to internal support reps.

Which system configuration should the consultant recommend to ensure these 15 articles have been properly

secured?

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

Universal Containers has a case handling process that requires each case to go through a

series of steps within a specified amount of time from case submission to case closure.

Which solution should a consultant recommend to meet these requirements?

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate

key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the

upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs)

to ensure that its customer support

center is profitable.

Which metric should a consultant use to help executive management understand support center costs?