100% Free Salesforce ADX361 Practice Test Questions and Answers 2026

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only

support. Support agents are certified on one or more specific product lines. CK

would like to provide support through multiple channels. CK wants to ensure a consistent customer

experience.

Which solution should the consultant recommend to meet the requirements?

Universal Containers wants to set a custom field on the messaging session based on the URL from which the

conversation originated.

What should a consultant recommend to meet the requirement?

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?

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different

channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the

cases.

Which action should a consultant recommend?

Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service

reps 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?