Question 1

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 2

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Options :

A : Path for Cases

B : Escalation Rules

C : Einstein Next Best Action

Answer: A

Question 3

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different

channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the

cases.

Which action should a consultant recommend?

Options :

A : Enable Case Merge.

B : Set up duplicate rules on Case.

C : Create an autolaunched Flow,

Answer: A

Question 4

Universal Containers wants to set a custom field on the messaging session based on the URL from which the

conversation originated.

What should a consultant recommend to meet the requirement?

Options :

A : Use a Flow.

B : Einstein

C : Use a macro.

Answer: A

Question 5

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

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