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Question # 4

Universal Containers (UC) is ramping up its Knowledge program. UC has a robust analytics team that would like to report on trends in Knowledge Searching, User Activity, and Data Category Usage.

Which reporting solution should a consultant recommend?

A.

Custom Report Types with Reports and Dashboards

B.

Knowledge Base Reports and Dashboard Package Installation

C.

Knowledge Dashboard Pack for CRM Analytics Installation

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Question # 5

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.

Which solution should the consultant recommend to prevent this scenario from happening in the future?

A.

Add the Case's Entitlement related list to the Case Lightning Record Page.

B.

Add the related Contact's Entitlement related list to the Case Lightning Record Page.

C.

Add the related Account's Entitlement related list to the Case Lightning Record Page.

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Question # 6

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.

What should a consultant configure to meet this requirement?

A.

Entitlement processes, contract line items, milestone, and entitlements

B.

Entitlement processes, milestones, milestone actions, and entitlements

C.

Entitlement processes, contracts, contract line items, and entitlements

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Question # 7

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents’ console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

A.

Train on keyboard shortcuts.

B.

Prepare macros.

C.

Create multiple console layouts.

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Question # 8

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile

devices.

Which feature should a consultant recommend to meet this requirement?

A.

Web-to-Case

B.

Einstein Chat Bot

C.

Knowledge articles

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Question # 9

Universal Containers (UC) is planning to use Service Cloud Messaging to send SMS messages to customers. Messages are

always between 175 and 255 characters.

What should the consultant recommend that UC use for messaging?

A.

SMS Long Code

B.

SMS Enhanced

C.

SMS Short Code

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Question # 10

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

A.

Email-to-Case

B.

Chat with an agent

C.

Knowledge base

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Question # 11

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to

create a swarm in Slack to pull in experts from multiple CK departments.

What should the consultant recommend to an agent who wants to launch a Slack Swarm?

A.

Escalation rules

B.

Apex trigger

C.

Quick Action

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Question # 12

A company is planning for the migration of an existing external knowledge base into

Salesforce Knowledge.

Which set of factors should be considered when selecting the articles to migrate?

A.

Original creation date and total number of article views in the last year

B.

Last modified date and terms searched frequently in the last year

C.

Last modified date and total number of article view in the last year

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Question # 13

Cloud Kicks is planning to provide different levels of support to customers in order to ensure its agents are working within the

confines of the service-level agreements (SLAs).

Which feature should the consultant consider?

A.

Entitlements

B.

Case Management

C.

Service Contracts

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Question # 14

Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next.

What should a consultant recommend that CK do next?

A.

Allow agents to create and publish articles independently.

B.

Use the Search Activity Gaps dashboard component.

C.

Detach articles from cases to reset statistics.

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Question # 15

A consultant has been hired to integrate a client's phone system with the Service Console.

What is the consultant required to do during this integration?

A.

Enable the Lightning Console.

B.

Configure the CTI Adapter.

C.

Add the utility bar to the app.

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Question # 16

A consultant is working on a Service Cloud implementation with a fixed budget and

timeline. Additional requirements were discovered early on that will result in the project exceeding

timeline and budget constraints.

What is the first step the consultant should take to address the issue?

A.

Incorporate the additional requirements to the project scope and continue with the original project schedule.

B.

Prepare a change order to account for the additional requirements and communicate the new project schedule.

C.

Document the gap in requirements and discuss the schedule and budget Impact with the project team.

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Question # 17

Universal Containers (UC) provides customer support for two separate business groups. UC

requires that cases for each business group have different support processes and fields.

Which feature should a consultant implement to meet the requirement?

A.

Omni-Channel

B.

Record Types

C.

Dynamic Forms

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Question # 18

Universal Containers is training a new set of service agents. Part of the training includes handling messaging from customers.

However, it is important that contact center managers monitor the messaging sessions to ensure the service agents' responses are

professional and accurate and that the managers are able to assist when needed.

Which Lightning Console feature should a consultant configure to support this need?

A.

Chat Supervisor tab and Whisper Messages

B.

Incident Management tab and Whisper Messages

C.

Omni-Channel Supervisor and Whisper Messages

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Question # 19

Cloud Kicks (CK) has multiple product lines. CK is preparing to launch a public knowledge base for customers that will have 2,500 articles. The

company wants an easy way for users to find relevant articles based on its product.

What is the recommended method to meet the requirement?

A.

Topics for objects

B.

Data Category groups

C.

Screen Flow

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Question # 20

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

A.

Chatter

B.

Omni-Channel Supervisor

C.

Flow Orchestrator

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Question # 21

Universal Containers’ support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.).

Additional requirements are listed below:

* Support attachments up to 25 MB per inquiry

* Under 2,500 inquiries per day

Which configuration solution should a consultant recommend to meet these requirements?

A.

On-Demand Email-to-Case

B.

Heroku Connect

C.

Email-to-Case

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Question # 22

Service Console users work on dozens of cases at a time and often need to update a case they worked on earlier in the day.

What should a consultant recommend?

A.

Add History to the Utility bar.

B.

Create a custom dashboard.

C.

Keep all cases open in tabs.

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Question # 23

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.

Which mobile development option should the consultant recommend?

A.

Create two custom mobile apps, one for Apple and the other for Android.

B.

Explain that community users can access the site through a web browser.

C.

Use Salesforce Mobile Publisher to create a common app for both Apple and Android.

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Question # 24

Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are being made, customers want to check their order status frequently.

Which method should the consultant recommend to provide automated self-service on an ecommerce site?

A.

Configure a Visual Remote Assistant.

B.

Create an Einstein Bot.

C.

Build a Screen Flow.

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Question # 25

Universal Containers wants to offer its customers interactive chat as well as case processing.

The same team of service agents will be handling both types of communication from customers.

Which solution should a consultant recommend to ensure that service agents are only assigned an

appropriate number of issues?

A.

Case assignment rules

B.

Omni-Channel

C.

Case team

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Question # 26

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to

incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

A.

Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

B.

Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

C.

Use case auto-response rules to send an email to support managers within 1 hour of case creation.

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Question # 27

Universal Containers is using Service Cloud for customer entry and case management, but order fulfillment, inventory, invoicing, and financial

data are stored in other systems.

Which solution should a consultant recommend for integration?

A.

Utilize Apex with integrated External Objects.

B.

Utilize an AppExchange integration package.

C.

Utilize MuleSoft to integrate the systems.

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Question # 28

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin

has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?

A.

Use Data Loader periodically to assign these cases to a default owner.

B.

Create a case validation rule to ensure cases are owned by a user when closed.

C.

Create a case assignment rule to ensure cases are owned by a user when closed.

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Question # 29

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

A.

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

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Question # 30

A manager has noticed an increase in average case age. This is negatively impacting

customer satisfaction. The manager wants to compare the amount of time that cases have spent

within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

A.

Use the Case Historical Trending report type.

B.

Use the Cases with Milestones report type.

C.

Use the Case Lifecycle report type.

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Question # 31

Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of

the problem.

Following best practices, which solution should a consultant recommend?

A.

Email-to-Case

B.

AppExchange package

C.

Web-to-Case

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Question # 32

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge

management for its support agents. Several months after the implementation, CK management

notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a

decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

A.

Measure cases with and without articles attached with high CSAT scores.

B.

Measure cases with and without articles attached with high net promoter scores (NPS),

C.

Measure cases with and without articles attached based on case status.

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Question # 33

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

A.

Macros

B.

Global Quick Action

C.

Quick text

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Question # 34

Cloud Kicks provides support to customers across the world and uses Lightning Experience. Service agents have a set of common responses.

Managers would like to consolidate the responses as quick text, translate them to multiple languages, and share them with the correct groups of service agents.

What should a consultant recommend to meet the requirements?

A.

Use custom labels to manage quick text translations.

B.

Share a folder with quick text for each translation.

C.

Share each quick text individually to Public Groups.

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Question # 35

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

A.

Web-to-Case

B.

On-Demand Email-to-Case

C.

Email-to-Case

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Question # 36

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?

A.

Enable Case Merge.

B.

Set up duplicate rules on Case.

C.

Create an autolaunched Flow,

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Question # 37

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.

Which analytics solution should the consultant recommend?

A.

Case report grouped by Call Center

B.

Case History report grouped by Call Center

C.

Dynamic Dashboard grouped by Call Center

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Question # 38

Cloud Kicks has implemented a review process for all new Knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.

Which step is necessary to make articles visible in all the selected channels?

A.

Click Publish after the Approval Process.

B.

Set the status to Published fram the Knowledge approval page.

C.

Set the final approval action to 'Lock the record for editing’.

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Question # 39

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.

Which benefit can be expected from KCS adoption?

A.

Reduced administrative overhead

B.

Reduced need for self-service

C.

Reduced issue resolution time

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Question # 40

Universal Containers wants to implement best practices for its customer support teams and

has decided to follow a Knowledge Centered Support (KCS) methodology.

Which benefit can be expected?

A.

Reduced post-interaction time

B.

Reduced first contact resolution time

C.

Reduced issue resolution time

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Question # 41

Universal Containers (UC) has regional contact centers around the world. UC has

implemented Service Cloud with the organization wide default for Cases set to Private. The UC role

hierarchy is set up by region. Support managers want to see support metrics for their region by

default. UC needs a scalable solution.

Which strategy should a consultant recommend?

A.

Create a dashboard using Reporting Snapshots.

B.

Create a dashboard for each support manager.

C.

Create a Dynamic Dashboard.

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Question # 42

Universal Containers has recently implemented Chat and is looking for recommendations about how to improve agents’ ability to find the appropriate answer while chatting with customers.

What should a consultant recommend to meet this requirement?

A.

Einstein Reply Recommendations

B.

Einstein Article Recommendations

C.

Action & Recommendations component

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Question # 43

Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key

performance indicators (KPIs) and product support planning within its Service organization. CK has at

least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has

yet to implement any Einstein Al products.

Which approach should the consultant recommend to start. Al efforts at CK?

A.

Review and address Case data issues and set up Einstein Classification Apps.

B.

Review and address Case data issues and set up Einstein Article Recommendations.

C.

Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

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Question # 44

Universal Containers (UC) recently expanded sales to Mexico and Canada. UC wants OmniChannel to route cases to agents who speak the customer's preferred language and have the right

knowledge to solve the issue.

Which solution should a consultant recommend to meet the requirements?

A.

Configure Omni-Channel Skills-based Routing.

B.

Configure Case Assignment rule and Omni-Channel Supervisor.

C.

Configure Omni-Channel Queue-Based Routing.

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Question # 45

Universal Containers wants to add functionality to its Service Cloud implementation so

customers are able to add digital files to case records.

Which functionality should a consultant recommend to meet these requirements?

A.

Email-to-Case

B.

Web-to-Case

C.

Slack Connect

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Question # 46

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from

the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.

What should a consultant recommend as the next step?

A.

Identify and prioritize the requirements for the minimum viable product.

B.

Prioritize the requirements based on the stakeholder who submitted them.

C.

Prioritize the requirements based on requests from the regions.

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Question # 47

Cloud Kicks (CK) wants to explore having a full Incident Management, Swarming, and Change

Management process to provide a foundation for its auditing and governance needs. CK also wants

interactive recommendations for every department during this process.

Besides implementing Incident Management and Service Cloud for Slack, what should a consultant

recommend for the full solution?

A.

Implement flow orchestration with Work Guides

B.

Implement a third-party app from AppExchange.

C.

Implement Guidance for Success and Knowledge articles.

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Question # 48

Cloud Kicks customers need a method to create cases without a login. Managers are

concerned that public options will increase the number of spam cases created.

What is the recommended option to prevent the creation of spam cases?

A.

On-Demand Email-to-Case Threading

B.

Web-to-Case with Einstein Case Classification

C.

Web-to-Case with reCAPTCHA enabled

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Question # 49

Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority

cases. Lower Priority cases have different response times. The service center uses Omni-Channel to

manage work items. However, many recently created, high-priority cases exceed the service

deadline.

Which setting should a consultant configure to meet the requirements?

A.

Skills-Based Routing

B.

Capacity Model

C.

Secondary Routing Priority

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Question # 50

Universal Containers (UC) is in the process of setting up Experience Cloud. UC needs to give

customers access to their agreed upon response times via the portal.

Which solution should a consultant recommend?

A.

Milestones

B.

Service Contracts

C.

Maintenance Plans

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Question # 51

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

A.

Employee Community

B.

Partner Experience site

C.

Customer Experience site

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Question # 52

Cloud Kicks uses Einstein Next Best Action to help service agents when working on a

customer case. Multiple service agents work on the same case.

What should a consultant configure to show service agents when items were started, paused,

resumed, and completed?

A.

Case History related list

B.

Actions & Recommendations component

C.

Activity analytics tab

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Question # 53

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.

Which Service Console productivity tool should a consultant recommend?

A.

Run a macro on each case.

B.

Use a mass Quick Action.

C.

Use a keyboard shortcut.

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