Free Salesforce ADX361 Exam Questions

Universal Containers is considering additional channels for its customers to communicate directly withcustomer support reps. Currently, customers are able to open support tickets through social media,web chat, phone, and SMS.In addition to Digital Engagement, what should a consultant recommend to meet the requirement?

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

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

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.Which approach should a consultant implement?

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?