Question 1

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in differentchannels.Management would like to provide a method for service agents to handle duplicates and delete one of thecases.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 2

The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reportsusing work order data stored in an enterprise data warehouse (EDW).Which approach should the consultant recommend to streamline this process with minimal effort?

Options :

A : Create a Custom Object and utilize Data Loader to import work order data into Salesforce.

B : Use Salesforce Connect and External Objects to represent work order data in Salesforce.

C : Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.

Answer: B

Question 3

Universal Containers has recently implemented an Experience Cloud site to allow itscustomers to create and update their cases online. Customers should only be able to access the caseswhere they are listed as the contact, including cases created by the their behalf. support team onWhat should a consultant recommend to meet the requirement?

Options :

A : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

B : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

C : An organization-wide default of Public Read/Write on the Case object

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 wants to automate the process of case creation. While conducting a business process

review, the consultant learned that customers sometimes upload digital pictures of

the problem.

Following best practices, which solution should a consultant recommend?

Options :

A : Email-to-Case

B : AppExchange package

C : Web-to-Case

Answer: A

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