- Meu Aplicativo ASP.NET

Question 1 A business-to-consumer (B2C) company wants to decrease service costs. Currently, customers pay invoices and update their contact Information by mailing paper payslips back to the company. What is the recommended solution to meet the requirements?

A. Einstein Bots with check processing B. Experience Cloud with payment processing C. Service Cloud Voice with Tele-pay

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. Create a case team workspace in Slack. B. Configure a case notification Slackbot. C. Enable and configure Swarming in Slack.

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

A. Path for Cases B. Escalation Rules C. Einstein Next Best Action

Cloud Kicks wants to ensure security for its contact center customers when they use the Agentforce Service Agent to access and modify their cases. What should a Service Cloud Consultant recommend to implement this security option on the AI agent?

A. Implementing the Service Customer Verification topic with a filter on the Case Management topic. B. Implementing the Case Management topic with a custom action to verify customers. C. Implementing the Case Management topic with exact Instructions and Custom Actions.

A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system. Which metric should a consultant use to assess the success of the new workforce management system?

A. Number of closed cases B. Deflection rate C. Agent utilization

A Service Cloud Consultant has deployed a new Agentforce Service Agent. The AI agent is not receiving messages. Which steps did the consultant most likely miss in the configuration process?

A. Assigning the new AI agent in Embedded Messaging chat component in Experience Cloud site. B. Editing the Omni-Channel Flow to route the conversation to the new AI agent. C. Configuring the standard Escalation Topic and actions in Agent Builder.

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?

A. Einstein Bots B. Messaging for Web C. AppExchange package

Cloud Kicks (CK) often needs to seek assistance within its organization to resolve cases with its customers. Sometimes, CK needs partners to engage as well. CK wants a solution that is the most effective for case communication while documenting the conversation history. Which feature should the consultant recommend to meet the requirement?

A. Send Email Quick Action to loop in the stakeholders. B. Use child Cases to interact with the partner. C. Use Slack for Service for Case Swarming.

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long each case is owned by each team before it gets resolved. Which report should the Service Cloud Consultant use for this requirement?

A. Case with Milestone report B. Cases with Historical Trending report C. Case Lifecycle report

Universal Healthcare aims to implement Agentforce Service Agent to assist patients' common inquiries and provide medication summaries. It should handle sensitive tasks such as confirming patient identity via email or phone before retrieving medical history. How should the Service Cloud Consultant approach the Agentforce Service Agent's action configuration?

A. Utilize standard actions for all tasks, as they are pre-configured to handle sensitive data securely without additional setup and are industry best practices. B. Employ standard topics and actions for general inquiries, and create custom topics and actions using Apex, Flow, or Prompt Builder for sensitive tasks. C. Implement only custom actions for all patient interactions to ensure complete control over data privacy and security from the outset.

Which approach should a Service Cloud Consultant use to ensure that Lightning Knowledge searches only display articles for a service rep's product specialization?

A. Configure a private sharing model for Knowledge. Grant access to service reps through manual or group-based sharing rules. B. Use article record types to restrict access for service reps by page layout assignment. C. Create a data category for each product specialization. Assign data categories using permission sets.

Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases. Which option should the consultant recommend so experts can collaborate in real time?

A. Add experts to an integrated Slack channel. B. Implement Skills-Based Routing to assign the case to experts. C. Use Email-to-Case to send an email to experts so they can use email threads.

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

A. Support Types B. Approval Processes C. Support Processes

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?

A. Add data category groups. B. Create synonym groups. C. Enable Suggested Articles.

The support team at Cloud Kicks would like to implement a messaging tool to provide deflection for common questions, gather customer experience feedback, and match feedback to service organizational goals. What should the Service Cloud Consultant recommend to meet the requirements?

A. A conversation component with survey options and Recommended Articles in the console B. An enhanced Einstein Bot with Feedback Collection and Generative Knowledge Answers C. A contact support form for feedback and the Case Deflection component in Experience Cloud

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicated account manager needs Read-Only access and a support specialist needs Read and Write access. Which feature will provide the required level of access?

A. View All for Case B. Case teams C. Manager groups

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK wants an easy way for service agents to create new articles when closing a case. The new article should include appropriate details from the case to make it useful for others. What is the recommended method to meet the requirements?

A. Use a trigger to automatically create a new article. B. Create a Quick Action to map case fields to a new article C. Develop a globally-shared macro to create a new article.

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. Prepare a change order to account for the additional requirements and communicate the new project schedule. B. Incorporate the additional requirements to the project scope and continue with the original project schedule. C. Document the gap in requirements and discuss the schedule and budget Impact with the project team.

Support agents at Universal Containers are entering customer contact information in multiple ways. Management is concerned about the high likelihood of duplicate customer contact information being entered. What should the consultant recommend to prevent duplicate records from being created?

A. Configure and activate Duplicate Management. B. Implement Apex triggers for Contact. C. Grant "View All Data" and instruct them to search.

Universal Containers is launching a full line of new products, and Service Cloud should support the following requirements: * Service reps need to collaborate with other teams. * The product development team needs to be alerted on high-priority cases for specific products. Which solution meets these requirements?

A. Use Case Teams to collaborate on cases and use Salesforce Flow for notifications. B. Use Account Teams to collaborate on cases and use Salesforce Flow for notifications. C. Use Case Teams to collaborate on cases and use Escalation Rules for notifications.

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.

A. Use the Most Available routing model. B. Use the agents' Presence Status. C. Use Most Cases Closed report.

What should a consultant consider when implementing Salesforce Messaging functionality in a new Service Cloud instance?

A. It should be routed via Omni-Channel. B. It is incompatible with Einstein Bots. C. It should be deployed with Experience Builder.

What is a common deflection technique to reduce the number of interactions for a contact center?

A. Suggest articles for an Email-to-Case question. B. Recommend articles prior to a Chat session. C. Recommend articles during a call from a support agent.

Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents' daily call volume, including related case and contact information. How should the consultant recommend the report be created?

A. Build a report on Products with Activities grouped by owner. B. Create a Custom Report type with Activities as the primary object. C. Customize the My Team's Calls This Week standard report.

Cloud Kicks is implementing a focused Messaging strategy to pass priority issues to the right reps. Which solution should a Service Cloud Consultant explore to track handle time and messaging session resolution on these specific interactions?

A. Create a custom report type with AgentWork as the primary object and Messaging Session as the secondary object. B. Create a custom report type with AgentWork as the primary object and Messaging User as the secondary object. C. Create a custom report type with Messaging Session as the primary object and AgentWork as the secondary object.

Cloud Kicks uses a console app to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact, and Service Contract. Service agents would like to share links to recently opened subtabs with other users to collaborate on cases. What should a consultant recommend to meet the requirements?

A. Add the Account object to Recent Items utility. B. Include the History utility in the console app. C. Mention the case number in a Chatter group.

The cost of providing contact center support has steadily increased. Universal Containers wants to take cost-saving measures. What should the consultant recommend?

A. Configure a self-service Knowledge Base. B. Configure Skills-Based Routing for service channels. C. Create auto-response templates for Case emails.

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

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases. Which solution meets these requirements?

A. Use escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence. B. Enable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site. C. Publish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

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

A consultant is advising Cloud Kicks on developing call center metrics to measure service rep productivity based on a combination of quality and practical metrics. Which key performance indicator (KPI) usually points to high customer satisfaction?

A. Knowledge article creation rate B. First Contact Resolution C. Self-help case deflection

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions. What should the consultant do before creating an implementation plan?

A. Review Service Setup Assistant for Web-to-Case. B. Review guidelines and limits for Web-to-Case. C. Review Einstein Conversation Mining for Web-to-Case.

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?

A. Omni-Channel routing B. Case assignment rules C. Record-triggered Flow

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is a cost-effective method for agents to create these activities?

A. Execute a macro B. Navigate a Screen Flow. C. Leverage Einstein Case Wrap-Up.

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. What should the Service Cloud Consultant recommend to deliver a successful implementation?

A. Generate all of the requirements with UC executives, and then develop the project schedule. B. Generate all of the project requirements from the project team and executives at once, and then deliver a complete solution. C. Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations. Which solution should the consultant recommend to meet the requirement?

A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention. C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

How should a consultant configure a report that shows the average number of days that Cases stay open?

A. Create a formula field on Case to calculate the average age. B. Create a report snapshot of the number of open Cases each day. C. Use the standard Case age field on the resort.

Cloud Kicks (CK) uses Lightning Dialer and one-click calling to initiate phone calls to customers. CK has recently received complaints from customers who have set their communication preferences to email only or text only. What is the most efficient solution the consultant should use to meet the requirements?

A. Remove the phone number from the page layout. B. Use Dynamic Forms to hide the phone number. C. Set the Contact Do Not Call field value to True.

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings. Which consideration should the admin be aware of when making this change?

A. Data Category Visibility of All Categories provides Public Read-Only access. B. Data Category Visibility of Custom overrides organization-wide default sharing access. C. Data Categories no longer control access to articles.

Support supervisors at Cloud Kicks want to view key performance indicators (KPIs) and see graphs and data about their Service Cloud Voice contact centers. How can they track call volume, average handle time, average speed to answer, and more metrics?

A. Use the Service CRM Analytics app. B. Create a custom dashboard with reports on cases and service rep work. C. Install a Service Cloud Reports package from the AppExchange.

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Einstein Next Best Action B. Service Analytics Predictions C. Visual Remote Assistant

A consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks' executives. The dashboard needs to provide insights that will assist in strategic decision-making. Which type of report should the consultant include to meet the requirement?

A. Snapshot reporting that shows trends in the number of cases handled per month, providing a high-level overview of customer service operations B. Omni-Channel Analytics detailing specific paths and routing types to evaluate the efficiency of support channel C. Detailed CTI analytics reports, such as wait times and handle times, to review individual agent performance

Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels. UC's goal is to enhance real-time communication and support. Which interaction channel should the consultant suggest to UC?

A. Einstein Bots B. Messaging In-app and Web (MIAW) C. Experience Cloud sites

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a call completes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insight about agent efficiency. Which metric should a consultant recommend to track the efficiency of individual agents?

A. Total Emails Sent B. Call Abandonment C. After Conversation Work Time

Universal Containers' service operations manager needs a historical report detailing service rep performance for all service channels. The report must include Active Time, Handle Time, Speed To Answer, and any reasons provided when reps decline work items. Which solution should a Service Cloud Consultant recommend?

A. Use the Omni Supervisor Service Reps tab. B. Configure the Wallboard tab to display Work Performance metrics. C. Build custom report type with 'Agent Work' as the primary object.

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML. What is the recommended method to import the how-to guides into Salesforce Knowledge?

A. Change the HTML format first to support subfields. B. Create an HTML file for each rich text area field. C. Modify the import parameters to specify HTML encoding.

What should a consultant recommend to ensure chat requests contain sufficient information for service agents to respond effectively?

A. Customize Intents using Einstein Chatbots. B. Customize the Lightning Console chat page. C. Customize the pre-chat form.

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

A. The report must be used on a Dashboard. B. The report must have a standard Report Type. C. The report must contain a chart.

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, how can a consultant ensure that service agents have access to the right customer information when viewing a case?

A. Use a formula to pull fields from a contact record to the case. B. Use a flow to copy a value from a contact record to the case. C. Expose cross object fields on the case record Lightning page.

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

A. Provide decision-based troubleshooting steps for support reps. B. Transfer a call to another support rep within the Service Console. C. Redirect a support rep to a Knowledge article during case creation.

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.

A Service Cloud Consultant is overseeing a Service Cloud implementation for a retail organization. The rollout includes new case assignment processes, customized Service Console layouts, and a knowledge base. The consultant wants to ensure deployment proceeds smoothly and that users are prepared for go-live. What should the consultant do first to develop an effective deployment and training strategy?

A. Host informational sessions about new features while technical configuration is underway, and plan for post-deployment user support to address training needs as they arise. B. Define rollout milestones, set up appropriate sandbox environments for testing and training, and plan scenario-based user training sessions. C. Prepare user-facing documentation and quick-reference guides early, then roll out features once the Service Console layouts are finalized.

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.

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

A Service Cloud consultant has recently implemented a public Knowledge base.

A. Monthly case volume B. First call resolution C. Average case resolution time

Agents at Universal Containers are required to update the Case Status to Waiting for Customer after they send an email to the Case Contact. Support managers are noticing that many agents are forgetting to perform this step. What should a consultant recommend to address this problem?

A. Create a Case Macro. B. Create a Validation Rule. C. Create an action on Case,

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer. What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A. Service Analytics Predictions B. Einstein Next Best Action C. Visual Remote Assistant

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. Einstein Chat Bot B. Service Cloud Voice C. Digital Engagement

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

Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asia. UC wants standardized reporting across worldwide contact centers' key performance indicators (KPIs). Which approach should a consultant recommend in this scenario?

A. Assign a global team of experienced analysts to create a standard report template. B. Ask leadership, management, and agents in all regions to vote on the standard report template. C. Request that the VP of worldwide support design a standard report template to provide a clear vision,

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

A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request. Which feature will help CK users archive and access the case information from an External Object?

A. Salesforce Big Object B. Salesforce connect C. Salesforce Case History Object

Universal Containers has a well-defined support process for cases which includes the following statuses: * New * Assigned * In Progress * Waiting On Customer * Closed The support manager has noticed an increase in the average age of a case and wants to understand how long a case is in each status. Which report type should the consultant consider when collecting data for the support manager?

A. Case Lifecycle B. Cases with Milestones C. Case History

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access using the role hierarchy. B. Create a sharing rule for each division to provide access based on the article category. C. Create a single data category group for each division and provide access using the role hierarchy.

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume. Leadership would like to see the impact of surges on internal metrics. Which key performance indicator (KPI) should the consultant report on to meet the requirement?

A. First call resolution and cases per hour B. After call work time and customer effort score C. Abandon rate and average speed to answer

Which best practice should be used when deploying standard Service Cloud functionality to production?

A. Ensure that all of the code is covered by unit tests before deploying to production. B. Plan and communicate the deployment to users of the organization in advance. C. Ask users to refrain from logging in to production the day of deployment.

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

A. Create queues with support agents and use assignment rules. B. Predefine case teams and use assignment rules. C. Configure Web-to-Case and use assignment rules,

Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced. What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

A. Develop custom Knowledge reports and dashboards. B. Create a review board to evaluate and manage Knowledge articles. C. Install the Knowledge Base Dashboards & Reports AppExchange package.

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. The business requires that if a package is reported lost, the AI agent must immediately escalate the conversation to a service rep. How should the consultant achieve this?

A. Add an instruction to the AI agent stating that any utterance of lost packages should trigger the escalation. B. Use the standard Employee Agent Escalation topic to handle all escalations. C. Use skills-based routing to transfer the conversation to the appropriate service rep.

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,

Universal Containers wants to set up the entitlements process to help its customer support reps adhere to its service-level agreements (SLAs). To which object should the consultant add Milestones?

A. Asset B. Case C. Account

Cloud Kicks uses Einstein Next Best Action to help service reps when working on a customer case. Multiple service reps work on the same case. What should a consultant configure to show service reps when items were started, paused, resumed, and completed?

A. Activity analytics tab B. Case History related list C. Actions & Recommendations component

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account: * Billing data is stored in an external system containing over 20 million records. * Only the finance department has direct access to the billing system. Which solution should a consultant recommend?

A. Create a custom tab that displays a search page from the billing system. B. Integrate payment data into Salesforce from the billing system using custom objects. C. Configure Salesforce Connect and External Objects to the billing system.

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?

A. Path for Cases B. Slack message C. Escalation Rules D. Case Comments

The support manager at Universal Containers wants to improve visibility to cases across the organization and has decided that product managers should be more involved in the case management process. The support manager has created predefined case teams for each product and trained support agents to add the appropriate case team to each case. Which solution allows product managers to quickly see and review the cases that are created for their products?

A. Configure a Case list view filtered by My Cases. B. Configure a Case related list on the Product page layout. C. Configure a Case list view filtered by My Case Teams.

Universal Containers is using WhatsApp to provide support to customers in Service Console. Agents would like to preview PDFs sent by customers from the chat window. What should a consultant recommend?

A. Ask the customer to send the PDF via email. B. Use File Preview in the chat. C. Download the PDFs from the chat.

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases. Which tool should the consultant use to meet the requirements?

A. On-Demand Email-to-Case B. Web-to-Case C. AppExchange Package

A Service Cloud Consultant is tasked with creating a dashboard in Salesforce for Cloud Kicks executives. The dashboard needs to provide insights that will assist in decision-making.

A. Omni-Channel Analytics detailing specific paths and routing types B. Service & Support Dashboards from AppExchange C. CTI analytics reports with wait times and handle times

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

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?

A. Use a Flow. B. Use an Einstein Bot. C. Use a macro.

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.

Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same customer contacts. UC wants to ensure that its Salesforce instance has clean data. Which best practice should a consultant recommend?

A. Deduplicate the data before importing into Salesforce. B. Import the records and create a Flow to change the data type. C. Import the records and use Duplicate Management.

Universal Containers wants to implement several new Agentforce for Service capabilities. A Service Cloud Consultant must review the following business requirements to identify which one can be fulfilled by using a standard topic, rather than requiring a custom topic and actions. Which use case could an out-of-the-box AI agent address with no changes to topics?

A. Guiding a customer through the process of filing a warranty claim for a damaged shipping container and scheduling an on-site inspection. B. Enabling a customer to check real-time stock levels for a specific container model across multiple distribution centers. C. Answering a question about insurance policy and enabling the customer to open a new support ticket if they have a new issue.

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

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs). Which feature should the consultant configure as part of the implementation?

A. Milestones B. Escalation Rule C. Scheduled Flow Action

Cloud Kicks' service agents frequently receive requests for order updates. All order information is managed by a separate cloud-based enterprise resource planning (ERP) system. Agents currently jump between applications to search for these details and have asked if this process can be improved. Which approach should the consultant recommend to streamline the process?

A. Create a batch integration process that runs hourly to pull all order updates into Salesforce B. Create a dynamic action that launches the ERP system with a deep link to the order locator. C. Use Salesforce Connect and External Objects to represent this information in Salesforce.

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.

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case. What is the recommended level of case access for the Case Team role?

A. Territory Rule B. Read-Only C. Private

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

The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support. What should a consultant recommend to help decrease customer wait times?

A. Set up analytical snapshots to capture key case Information and create historical trending reports. B. Create reports to analyze data in order to understand peak times and ensure adequate. C. Create case escalation rules to route high-priority cases directly to supervisors for resolution.

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

The support manager at Universal Containers is getting inaccurate support rep performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.

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.

Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure. Which solution should a consultant recommend to meet these requirements?

A. Define entitlements and milestones. B. Enable and configure Omni-Channel routing. C. Implement Lightning flow with time-based actions.

A service agent is in a messaging session with a customer. The customer abruptly stops responding after 30 minutes. What should the agent do next?

A. End the messaging session with the customer. B. Mark the messaging session as customer Inactive. C. Leave the messaging session with the customer open.

Which feature can a consultant deploy to route cases from social channels within a limited timeframe?

A. Use custom case assignment rules. B. Implement an Apex solution. C. Use a third-party app from AppExchange.

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.

A. Maintenance Plans B. Milestones C. Service Contracts

Cloud Kicks asked a Service Cloud Consultant to help it determine its customer retention rate. Which numbers does the consultant need to calculate an accurate rate?

A. Customers at the start of a given period, customers at the end of that period, and new customers acquired during that period B. Customers at the start of a given period, customers at the end of that period, and old customers who returned during that period C. Customers at the start of a given period, customers at the end of that period, and customers lost during that period

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

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way to improve service agent efficiency. A recent study found agents spend a lot of time searching for articles, manually copying text from the article, and pasting it into responses. What should a consultant recommend as a solution?

A. Set up quick text options in the utility bar to add article links. B. Configure Lightning Knowledge component and related list actions. C. Configure Lightning Knowledge component to auto attach article PDF.

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

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of support and services has asked for additional system improvements to facilitate customer self-service. What should the consultant recommend?

A. Have customers search the Knowledge base for solutions. B. Provide a toll-free customer support phone number. C. Create an Experience Cloud site for customers.

Universal Containers (UC) is implementing an Agentforce Service Agent for its customer portal. UC needs the AI agent to answer complex customer questions by drawing information from their existing Salesforce Knowledge base, which contains articles with specific, well-defined fields for product dimensions and material specifications. Which feature is needed to connect the AI agent to the Salesforce Knowledge base?

A. Agentforce Data Library B. Einstein Search for Knowledge C. Knowledge component in Experience Builder

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue. What is the recommended feature to meet the requirements?

A. Incident Management B. Workforce Engagement C. Field Service Management

Universal Containers (UC) is coaching new service agents to improve their productivity and service quality. The agents must understand how to intake a case, mark the required fields for product issues, how to wrap up a case, and how to escalate a case. Which solution should the consultant advise that service supervisors use to meet these requirements?

A. Create an Omni-Flow for routing. Use a Screen Pop that serves a flow and the interaction record for the service agent. Report on the Average Handle Time and CSAT. B. Place a flow in a Flow component on the case record. Add a custom field to the flow for tracking progress. Create a custom report type for providing the metric. C. Set up steps with flows in an Actions & Recommendations deployment. Add the component to the service agent record page. Use Action History to spot check adherence.

The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that support reps should contribute new Knowledge articles more often. What should UC do to address this situation?

A. Measure and reward support reps based on the number of new articles approved for publication. B. Measure and reward support reps based on the number of new articles submitted for approval. C. Require support reps to check a box on the case when submitting a new suggested article.

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

A. Optimizing the user interface for improved usability B. Tailoring the objects to expose specific customer data C. Enhancing user profiles for customer services

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on cases. What is a consideration of this approach?

A. Swarm channels default to public channels in Slack. B. When users are added to the channel, they cannot see historical posts. C. Swarms can only be created in new channels created for the issue.

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant is having trouble locating the "Accounts with Entitlements with Contacts" and "Service Contracts with Contract Line Items" custom report types. What should the consultant do to troubleshoot?

A. Verify that Salesforce Knowledge is enabled. B. Verify that entitlement management is enabled. C. Verify that Historical Trend Reporting is enabled.

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.

The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends. Which primary object should a consultant select to create a new Omni-Channel report type?

A. Agent Detail B. Agent Work C. Assigned Work

The support team at Cloud Kicks would like to implement a messaging tool to address common customer feedback and concerns. The support team also wants to extend their support capabilities. What should the consultant recommend to meet the requirement?

A. Slack Connect B. Service GPT C. Einstein Bots

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp. What should the consultant recommend to handle the new cases?

A. Implement Case Swarming. B. Implement Einstein Bots. C. Implement Skills-Based Routing.

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

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multiple instances where customers have used abusive language because they are upset with the company. However, CK still needs to service these customers. Which solution should the Service Cloud Consultant recommend?

A. Create a Service Agent for intake and use the Raise Supervisor Flag action. B. Use Slack Case collaboration to get the customer solution quickly. C. Create a Service Agent for intake and use the Escalate to Supervisor action.

The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.

A. Einstein Bots B. Einstein Article Recommendations C. Einstein Reply Recommendations

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.

Universal Containers (UC) is planning a Service Cloud implementation involving complex integrations with external systems. Which project management methodology should the consultant recommend?

A. Six Sigma B. Waterfall C. Agile

A global automotive company wants to enhance its service experience by integrating multiple sources of vehicle and customer data-including sensor data, service history, and financing details-into Salesforce. The goal is to gain a holistic view of customer interactions and vehicle health, trigger alerts based on real-time data, and route cases to the appropriate service channels.

A. Use custom objects and external services to store incoming data, and configure Flow to manage alerts and routing logic. B. Use Data Cloud to unify real-time data from multiple sources and power alerts, calculated insights, and case routing in Service Cloud. C. Use MuleSoft to sync data from external systems into standard Salesforce objects by using scheduled batch jobs.

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 Salesforce productivity feature should a consultant use to accomplish this requirement?

A. Macros B. Quick action C. Flow

Universal Containers' customers prefer speaking to a live support agent for complex product issues. This results in a high volume of phone calls and customer dissatisfaction about long hold times. Which functionality should the consultant recommend to address the problem?

A. Embedded Chat window B. Contact requests C. Web-to-Case

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

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval. What should a consultant recommend to automate the Approval Process?

A. Update the Approval Process to Auto-launch. B. Create a Lightning Web Component action for Approval Process. C. Create an autolaunched Flow.

Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice. Which strategy should a consultant recommend?

A. Set up escalation rules. B. Set up self-service Knowledge. C. Set up assignment rules and case queues.

Using the Lightning Service Console, how can a contact center manager see which service agents are currently available to accept new cases?

A. Omni-Channel Analytics B. Omni-Channel Utility component C. Omni-Channel Supervisor tab

A large appliance company wants to reduce case volume by handling common customer inquiries such as order tracking, appointment rescheduling, and basic troubleshooting through an AI solution. The company requires the solution to: * Automatically retrieve real-time order and appointment data via custom APIs. * Offer dynamic reasoning to handle varied and complex phrasing from customers. * Be fully extensible with memory and decision-making capabilities during multi-turn conversations.

A. Einstein Bot B. Agentforce Employee Agent C. Agentforce Service Agent

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.

Universal Containers aims to improve the efficiency of its internal service reps by improving case resolution times. The service reps need to follow a series of steps to resolve an issue and generate concise case summaries. Which solution should the Service Cloud Consultant recommend?

A. Agentforce Service Assistant B. Actions & Recommendations C. Einstein Article Recommendations

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.

Cloud Kicks is planning a Service Cloud implementation to reduce the time spent and improve the quality of agent messaging sessions with customers. After discussions with leadership and the customer service team, the consultant determines that the biggest gains with the least amount of effort for configuring a standard Einstein for Service feature are from automating standard responses. Which feature meets this requirement most effectively?

A. Einstein Reply Recommendations B. Einstein Article Recommendations C. Einstein Case Wrap-Up

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case. Which solution should a consultant recommend?

A. Add the Knowledge object to global search objects. B. Add the Knowledge component on the case Lightning record page. C. Add the Knowledge related list to the case page layout.

Cloud Kicks' development team must manage multiple projects that compete for limited resources. The team needs to change directions often and start urgent work quickly. Which step should a consultant recommend completing before beginning the build phase?

A. Test B. Design C. Enablement

Cloud Kicks support agents are getting too many emails due to case ownership changes. What should the admin recommend to solve the issue?

A. Create a screen flow to change the case owner and bypass the new ownership email. B. Uncheck the "Notify Case Owners when Case Ownership Changes" checkbox in Support Settings. C. Instruct users to uncheck the "Send notification email" checkbox when changing the owner.

Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases. What is the recommended method to meet the requirements?

A. Add "updated" to the name of the new article. B. Use Smart Link to Article to select the prior version. C. Select the Flag as new version checkbox when publishing.

Universal Containers (UC) wants to report on how many customers with Service Contracts have specific entitlements to determine if UC's support offerings should be adjusted. Which feature should the consultant recommend?

A. Build a joined report. B. Build a dashboard. C. Build a custom report type.

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.

After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case. How should the consultant resolve this issue?

A. Inform users that the only way to create articles is from the Knowledge component. B. Enable Read/Write/Create permissions for Knowledge articles. C. Add the Manage Salesforce Knowledge permission to the user's profile.

Which solution should a consultant design so the average number of days that Cases stay open can be easily reported?

A. Use the standard Case Age field on the report. B. Create a formula field on the report to show Case Days Open. C. Create a formula field to calculate the days and use the field in the report.

Universal Containers is getting ready to start User Acceptance Testing (UAT) for its customer service transformation project. The consultant has been asked where the testing should occur. The business users and stakeholders need an environment that can support 60 days of UAT and includes representative data from production. Which environment type should the consultant recommend?

A. Partial Copy Sandbox B. Full copy sandbox C. Developer Pro Sandbox

Universal Containers (UC) is using skills-based routing to assign cases to service reps based on their relevant product specialization. UC also wants to automatically assign service reps to the next case to evenly distribute the case workload.

A. Least Active B. Manual Push C. Most Available

Universal Containers (UC) frequently receives complex customer issues that require retrieving information from internal knowledge articles not tagged with individual fields. UC needs a service that can process this data and provide accurate, grounded responses. What should the Service Cloud Consultant recommend?

A. Agentforce for Service and Agentforce Data Library. B. Einstein Bots and Article Answers feature. C. Apex layer that fetches data in real-time from multiple data sources.

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and calendar month. Which reporting solution should the consultant recommend?

A. Create a report using Grouping. B. Create a reporting snapshot. C. Create a joined report.

Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?

A. Create a data category for each product. Assign data categories to service agents. B. Create an article action for each record type. Assign record types to service agents. C. Create a permission set for each record type. Assign permissions to service agents.

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.

Universal Containers (UC) plans to implement a chatbot within its healthcare division to increase case deflection, reduce wait times, and save agents time so they can work on more complex issues. The UC stakeholder has raised a risk about the Health Insurance Portability and Accountability Act (HIPAA) and other common compliance standards when using chatbots. What should a consultant do to address the risk?

A. Conduct a discovery session with the stakeholder to ensure the voice and tone of the bot meet the required healthcare compliance standards. B. Create a bot in the production org and use the information captured in Conversation Logs to confirm that no healthcare data was discussed. C. Share Information about bot security, availability, and confidentiality of healthcare data found on Salesforce Trust and Einstein Platform Compliance.

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

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.

Cloud Kicks has a Service Cloud implementation with several channels. Executives want quick access to agent, team, and call center key performance indicators (KPIs). Service managers need to see data about their teams as well. How should the consultant display the data quickly?

A. Create reports from Cases and display on a dashboard. B. Migrate the data to a data lake and request a dashboard. C. Use Einstein Analytics for Service Cloud,

Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations. Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

A. Focus on scalability for handling high inquiry volume. B. Work on integrating with social media platforms. C. Emphasize continuous monitoring of chat.

Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates. Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access. What is the recommended running user to meet the requirements?

A. Dashboard viewer B. Team leaders C. VP of service

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time. Which feature should a consultant recommend?

A. Case auto-response rule B. OmniStudio C. Salesforce Chat

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?

A. Gather organizational vision, map processes, plan metrics, and plan for user feedback. B. Gather organizational vision, map processes, plan for user feedback, and define metrics. C. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

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

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. Document the gap in requirements and discuss the schedule and budget impact with the project team. B. Send a change order to the client to account for the additional budget requirements. C. Incorporate the additional requirements into the project scope and continue with the original project schedule.

The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysis after a new Service Cloud implementation. What measurement will reflect cost savings after the implementation?

A. KPIs for CSAT B. Reduced license count C. Reduced service rep backlog

Universal Containers has a robust Knowledge Base with several hundred articles. The management team has recently identified 15 knowledge articles that contain confidential product information and should only be visible to internal support reps. Which system configuration should the consultant recommend to ensure these 15 articles have been properly secured?

A. Change the Sharing Settings for Knowledge from "Public Read Only" to "Private". B. Disable the "Use Standard Salesforce Sharing" Knowledge Settings attribute. C. Change the visibility settings for these articles to only "Visible In Internal App".

A consultant has been hired to integrate a client's phone system with Salesforce. What should the consultant consider using for this integration?

A. Service Cloud Call Center B. Lightning Dialer C. Service Cloud Softphone Layout

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros. Which prerequisite should the consultant consider?

A. Publisher actions are on the page layout. B. All users have permission to create macros. C. The Lightning page contains the Run Macros action.

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.

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes. Following best practices, how should a consultant deploy these permission sets to production?

A. Use a change set. B. Re-create them manually. C. Use Salesforce Workbench.

Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

A. Knowledge articles suggested by Einstein B. Upcoming Milestones for the Case's Entitlement C. Internal Chatter posts about the Case

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

A growing retail company wants to modernize its legacy on-premises contact center, which is costly, hard to scale, and lacks support for new digital channels. The company wants to reduce overhead, scale easily during seasonal spikes, and give service reps real-time customer insights. What should a Service Cloud Consultant recommend?

A. Build a custom Experience Cloud solution and integrate with external telephony providers using APIs. B. Deploy Salesforce Contact Center with Amazon Connect to unify voice, chat, and case management in the cloud with real-time insights. C. Extend legacy systems using Omni-Channel, Live Agent, and a third-party CTI to add new digital channels over time.

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via Enhanced Channels such as SMS, Facebook Messenger, and WhatsApp. CK has created a Service Agent to meet this requirement. What should the Service Cloud Consultant recommend as a next step to connect this AI agent to the Enhanced Channels?

A. Create an embedded service deployment. B. Create an auto-launched flow. C. Create a new messaging channel.

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally. Which solution should the consultant recommend to meet the needs of the organization?

A. Omni-Channel routing B. Case escalation C. Swarming

Universal Containers provides phone support to customers. The abandoned call rate has been high in recent months. Which solution should a Service Cloud Consultant recommend to address the issue?

A. Create case assignment rules for service rep routing. B. Configure and set up Service Swarming in Slack. C. Enable contact requests and queue callbacks.

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

To help service reps more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page. How should a Service Cloud Consultant configure this requirement?

A. Add the Knowledge related list to the Case record page. B. Add the Knowledge component to the Case Lightning record page. C. Add the Knowledge component to the Case page layout.

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW). Which feature should a consultant recommend?

A. Omni-Channel Routing B. Milestones & Entitlements processes C. Case Assignment rules

Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) data. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data. Which solution should a consultant recommend to meet the requirements?

A. Configure View All for the Case object and field-level security. B. Configure Case Team with Read Write and field-level security. C. Configure OWD for the Case object and implement Salesforce Shield.

Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce. Which solution should the consultant recommend?

A. Create a new Case record type. B. Enable Feed Tracking. C. Install an AppExchange app.

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

A. Create an auto-response rule that links to Knowledge articles. B. Create a Macro to send an email with Knowledge articles. C. Set up the Case Deflection component to share Knowledge articles.

Service agents need to send emails with attachments to customers based on the case details. Which Lightning Service Console feature should a consultant use to meet the requirement?

A. Lightning Knowledge B. Quick text template C. Custom case actions

Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching. What is the recommended feature to improve productivity?

A. Keyboard shortcuts B. Quick text C. Custom macros

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.