Question 1

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 2

Cloud Kicks (CK) uses Service Cloud to manage its customer support, and its inventory and order data isstored in Snowflake. CK's customers use support to ask about their orders and request replacement items. CKwants to avoid duplicating this data in Salesforce but still provide real-time, actionable insights for supportreps.What should the Service Cloud Consultant recommend so that support reps will have a comprehensive viewof their customers' order history?

Options :

A : Use an Apex integration to pull order data from Snowflake via API each time a case is opened.

B : Use MuleSoft to extract order data from Snowflake and store it in a custom object in Salesforce for support reps to reference.

C : Use Data Cloud to connect to Snowflake, and unify order data with CRM data.

Answer: C

Question 3

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?

Options :

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,

Answer: A

Question 4

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

Options :

A : Monthly case volume

B : First call resolution

C : Average case resolution time

Answer: A

Question 5

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

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