Question 1

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?

Options :

A : Entitlements

B : Case Management

C : Service Contracts

Answer: A

Question 2

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

Options :

A : Knowledge articles suggested by Einstein

B : Upcoming Milestones for the Case's Entitlement

C : Internal Chatter posts about the Case

Answer: A

Question 3

Universal Containers has technical support and general customer service teams that use unique Service

Console applications.

Which configuration should a consultant use when deploying the console?

Options :

A : Assign the app to the User profile.

B : Assign a permission set granting the Service User license.

C : Assign the Service User license to their User record.

Answer: A

Question 4

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?

Options :

A : Case assignment rules

B : Omni-Channel

C : Case team

Answer: B

Question 5

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?

Options :

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.

Answer: C

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