Question 1

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 2

Cloud Kicks is thinking about implementing Swarming in Slack to allow multiple experts to collaborate on

cases.

What should they consider before implementation?

Options :

A : Swarming can only be initiated from Slack.

B : Messages from a swarm can be shared to the case feed.

C : Swarms can be closed from Slack or Salesforce.

Answer: C

Question 3

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 4

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?

Options :

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".

Answer: C

Question 5

A manager would like information on which Knowledge articles are used most often by call center agents.

Which report should a consultant use to identify the Knowledge articles that are used most often?

Options :

A : Knowledge articles with the most revisions

B : Knowledge articles with the highest ratings

C : Number of Knowledge articles attached to Cases

Answer: C

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