Question 1

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?

Options :

A : Omni-Channel routing

B : Case assignment rules

C : Record-triggered Flow

Answer: A

Question 2

The service team members at Cloud Kicks (CK) are struggling to collaborate with each other on Cases. CKalso uses Slack internally.What should the consultant recommend?

Options :

A : Enable and configure Swarming in Slack.

B : Create a case team workspace in Slack.

C : Configure a case notification Slackbot.

Answer: B

Question 3

Universal Containers (UC) is implementing Service Cloud within its North America call center to validatekey use cases, system capabilities, and integration patterns. The UC leadership team is concerned that theupcoming 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?

Options :

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.

Answer: C

Question 4

Universal Containers wants to notify support managers when a new case has been untouched for more than 2

business hours.

Which approach should a consultant implement?

Options :

A : Establish Case Assignment rules.

B : Create a Flow with a scheduled path.

C : Configure Case Escalation rules.

Answer: C

Question 5

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

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