Question 1

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.

What should a consultant configure to meet this requirement?

Options :

A : Entitlement processes, contract line items, milestone, and entitlements

B : Entitlement processes, milestones, milestone actions, and entitlements

C : Entitlement processes, contracts, contract line items, and entitlements

Answer: B

Question 2

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and

fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

Options :

A : In-App Guidance

B : Einstein Next Best Action

C : Actions & Recommendations

Answer: B

Question 3

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle securityrelated issues have complained that case records are being routed to them incorrectly.

What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Options :

A : Open the relevant record being routed.

B : Debug Omni-Channel routing from Setup

C : Open the Omni-Channel Supervisor tab.

Answer: C

Question 4

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract

includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an

efficient method to manage the setup.

What is the recommended configuration to meet the requirements?

Options :

A : Create a single entitlement process on both the Case and the Work Order.

B : Create a Flow to assign the entitlement process to the Work Order.

C : Create separate entitlement processes for the Case and Work Order.

Answer: A

Question 5

A service manager at Cloud Kicks has received complaints from customers who speak languages other than

English that their cases are taking a

long time to be resolved. After investigation, the consultant has determined that these work items fail to be

assigned to the correct agents.

What should the consultant recommend that the service manager do first?

Options :

A : Review Assigned Work.

B : Review Queues Backlog.

C : Review Skills Backlog.

Answer: C

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