Question 1

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 2

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customerservice-levelagreements (SLAs).Which feature should a consultant use to meet this request?

Options :

A : Service Contracts

B : Salesforce Survey

C : Entitlement process

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

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants

to avoid a large volume of invalid cases.

Which tool should the consultant use to meet the requirements?

Options :

A : On-Demand Email-to-Case

B : Web-to-Case

C : AppExchange Package

Answer: B

Question 5

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume.Leadership would like to see the impact of surges on internal metrics.Which key performance indicator (KPI) should the consultant report on to meet the requirement?

Options :

A : First call resolution and cases per hour

B : After call work time and customer effort score

C : Abandon rate and average speed to answer

Answer: C

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