Free Salesforce ADX361 Exam Questions

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?

Which feature should a consultant recommend to assign a case to a Tier 2 service queue so the Tier 2 service agent knows how far the Tier 1 service agent had progressed in troubleshooting the case?

Universal Containers provides customers with different service levels based on their services agreement. TheVP of customer service wants touse Service Cloud to track when cases have yet to reach certain stages and ensure that senior management isalerted accordingly.Which feature should a consultant recommend to address this requirement?

Universal Containers’ leadership wants to reduce the level of effort required to get the right people involvedto resolve service issues more quickly.What should the consultant recommend to distribute cases?

In which of the following scenarios should a consultant use a Screen Flow?