Free Salesforce ADX361 Exam Questions

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours.The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to 'Run as specified user.What is the recommended Experience Cloud license to meet the requirements?

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting? 

Cloud Kicks (CK) has service agents based in North America and Europe respond to new leads created in Salesforce. The lead record includes the language spoken: English, French, or 5panish.In CK's industry, the time to contact after a lead expresses interest is a critical success factor. Most service agents speak a single language and a few are multilingual.What is the recommended feature to meet the requirements?

Universal Containers would like to set up Salesforce to automatically route cases to the appropriate servicereps based on the following criteria:• Cases are generated via email, web form, or Experience site.• Service reps should be able to handle three cases at a time.• Service reps should be able to choose whether to accept new cases.• The service rep's manager should have insight into the rep's workload.Which tool should the administrator use to route cases based on the support team's requirements?

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.What should the consultant recommend to decrease case closure time?