Free Salesforce ADX361 Exam Questions

Question 1

Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wantsto improve the team’s ability to prioritize time-sensitive work while continuing to handle their long-runningwork.Which feature should a consultant recommend?

A : Skills-Based Routing

B : Interruptible Capacity

C : Omni-Channel Supervisor

D : Secondary Routing Priority

Answer: B

Question 2

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

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

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

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

Answer: A

Question 3

The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reportsusing work order data stored in an enterprise data warehouse (EDW).Which approach should the consultant recommend to streamline this process with minimal effort?

A : Create a Custom Object and utilize Data Loader to import work order data into Salesforce.

B : Use Salesforce Connect and External Objects to represent work order data in Salesforce.

C : Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.

Answer: B

Question 4

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A : Comment Search Component

B : Comments List View

C : Global Search

D : Search Utility Component

Answer: C

Question 5

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

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

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

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

Answer: A