Question 1

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. The

business requires that if a package is reported lost, the AI agent must immediately escalate the conversation to

a service rep.

How should the consultant achieve this?

Options :

A : Add an instruction to the AI agent stating that any utterance of lost packages should trigger the escalation.

B : Use the standard Employee Agent Escalation topic to handle all escalations.

C : Use skills-based routing to transfer the conversation to the appropriate service rep.

Answer: A

Question 2

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

Question 3

A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations.

CK has multiple departments with disconnected processes and limited documentation. The consultant is

preparing for the project kickoff and wants to ensure the engagement begins successfully.

What should the consultant do first to ensure the success of the engagement?

Options :

A : Review documentation after the solution design has been completed.

B : Begin building a prototype based on assumed best practices.

C : Schedule interviews with department leaders to gather current process details and pain points.

Answer: C

Question 4

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article

quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality

articles?

Options :

A : Flow with notifications

B : Reports and dashboards

C : Approval process

Answer: C

Question 5

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on

information about the case.

Which solution should a consultant recommend?

Options :

A : Add the Knowledge object to global search objects.

B : Add the Knowledge component on the case Lightning record page.

C : Add the Knowledge related list to the case page layout.

Answer: B

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