Free Salesforce ADX361 Exam Questions

Become Salesforce Certified with updated ADX361 exam questions and correct answers

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Total 291 Questions | Updated On: Jan 29, 2026

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Question 1

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

A : Knowledge articles suggested by Einstein

B : Upcoming Milestones for the Case's Entitlement

C : Internal Chatter posts about the Case

Answer: A

Question 2

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customerservice-levelagreements (SLAs).Which feature should a consultant use to meet this request?

A : Service Contracts

B : Salesforce Survey

C : Entitlement process

Answer: C

Question 3

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume.Leadership would like to see the impact of surges on internal metrics.Which key performance indicator (KPI) should the consultant report on to meet the requirement?

A : First call resolution and cases per hour

B : After call work time and customer effort score

C : Abandon rate and average speed to answer

Answer: C

Question 4

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.What is the recommended license to meet the requirement?

A : Service Cloud User feature license

B : Einstein Reply Recommendations

C : Einstein Social Insights add-on

D : Social Service Pro add-on

Answer: A

Question 5

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?

A : Add data category groups.

B : Create synonym groups.

C : Enable Suggested Articles.

Answer: C

Page: 1 / 59

Total 291 Questions | Updated On: Jan 29, 2026

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