Practice ADX361 Exam Online

Question 1

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CK

also uses Slack internally.

What should the consultant recommend?

A : Enable and configure Swarming in Slack.

B : Create a case team workspace in Slack.

C : Configure a case notification Slackbot.

Answer: B

Question 2

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate

key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the

upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

A : Postpone the release to the production org so the team can finish the project before the release is deployed.

B : Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C : Conduct testing in a preview sandbox so the team can adjust features that will be affected by the release.

Answer: C

Question 3

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer

service-level

agreements (SLAs).

Which feature should a consultant use to meet this request?

A : Service Contracts

B : Salesforce Survey

C : Entitlement process

Answer: C

Question 4

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?

A : Omni Channel with Queue-Based Routing

B : Omni-Channel with Capacity-Based Routing

C : Omni-Channel with Einstein Case Routing

Answer: C

Question 5

Universal Containers wants to notify support managers when a new case has been untouched for more than 2

business hours.

Which approach should a consultant implement?

A : Establish Case Assignment rules.

B : Create a Flow with a scheduled path.

C : Configure Case Escalation rules.

Answer: C

Name:	Administer Intelligent Service Cloud Solutions
Exam Code:	ADX361
Certification:	Certified Service Cloud Consultant
Vendor:	Salesforce
Total Questions:	291
Last Updated:	Sep 29, 2026

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