Question 1

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?

Options :

A : Einstein Bots

B : Messaging In-app and Web (MIAW)

C : Experience Cloud sites

Answer: B

Question 2

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency

of the support team. The company uses key performance indicators (KPIs) to measure the success of

the implementation.

Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

Options :

A : Average Handle Time

B : Reduced Call Volume

C : Total Open Cases

Answer: A

Question 3

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

Question 4

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 5

Universal Containers wants to implement a new Experience Cloud site to support its customers. It has

provided the following requirements:

• Ability for visitors to search Knowledge articles without registering or logging in

• Ability for over 1 million registered customers to securely submit cases and view the status of those cases

• Ability for registered customers to save favorite Knowledge articles for easy access later

Options :

A : Implement a Customer Account Portal experience.

B : Implement a Help Center experience.

C : Implement a Microsite (LWR) experience.

Answer: A

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