Question 1

An organization has requested guidance on how to delete customers’ personal data when they are no longer

associated with the company to stay compliant with global data protection and

privacy regulations.

Which solution should the consultant recommend to meet the requirement?

Options :

A :

Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

B :

Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

C :

Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Answer: B

Question 2

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password

resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger,

and WhatsApp.

What should the consultant recommend to handle the new cases?

Options :

A : Implement Case Swarming.

B : Implement Einstein Bots.

C : Implement Skills-Based Routing.

Answer: B

Question 3

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take

ownership of and respond to

incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

Options :

A :

Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

B :

Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

C : Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Answer: A

Question 4

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.

What should the consultant recommend to decrease case closure time?

Options :

A : Add data category groups.

B : Create synonym groups.

C : Enable Suggested Articles.

Answer: C

Question 5

Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations

are over capacity while other locations have available capacity. Managers would like the ability to respond to

these situations.

What should a consultant recommend as a solution?

Options :

A : Use Omni-Channel Skills-Based Routing to expedite case resolution.

B : Configure an Overflow Assignee in Omni-Channel Routing.

C : Use Omni Supervisor to change reps' queues.

Answer: C

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