Free Salesforce ADX361 Exam Questions

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

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?

Universal Containers has implemented a call-based response system. The call wait time has become too long,and customer service is being affected. Management would like to find a way to reduce customers' wait timesand enable agents to handle more inquiries at a time.Which feature should a consultant recommend?

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in differentchannels.Management would like to provide a method for service agents to handle duplicates and delete one of thecases.Which action should a consultant recommend?

Universal Containers wants to notify support managers when a new case has been untouched for more than 2business hours.Which approach should a consultant implement?