Question 1

Universal Containers (UC) wants its Agentforce Service Agent to provide accurate and trustworthy responses

to customer inquiries by leveraging their vast repository of internal knowledge articles, which includes both

structured fields and unstructured text.

How can a Service Cloud Consultant design for the accuracy and trustworthiness of the AI agent's responses

using this company's data?

Options :

A : Map specific fields from Knowledge articles to predefined questions.

B : Use Agentforce Data Library with Knowledge to ground the AI agent.

C : Use the LLM's global Knowledge data set to restructure UC's data.

Answer: B

Question 2

Cloud Kicks' customers use a proprietary ecommerce site to order customized shoes. While the shoes are

being made, customers want to check their order status frequently.

Which method should the consultant recommend to provide automated self-service on an ecommerce site?

Options :

A : Configure a Visual Remote Assistant.

B : Create an Einstein Bot.

C : Build a Screen Flow.

Answer: B

Question 3

Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a

case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

Options :

A : Case teams

B : Case swarms

C : Account teams

Answer: A

Question 4

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multiple

instances where customers have used abusive language because they are upset with the company. However,

CK still needs to service these customers.

Which solution should the Service Cloud Consultant recommend?

Options :

A : Create a Service Agent for intake and use the Raise Supervisor Flag action.

B : Use Slack Case collaboration to get the customer solution quickly.

C : Create a Service Agent for intake and use the Escalate to Supervisor action.

Answer: C

Question 5

Cloud Kicks' service agents frequently receive requests for order updates. All order

information is managed by a separate cloud-based enterprise resource planning (ERP) system.

Agents currently jump between applications to search for these details and have asked if this process

can be improved.

Which approach should the consultant recommend to streamline the process?

Options :

A : Create a batch integration process that runs hourly to pull all order updates into Salesforce

B : Create a dynamic action that launches the ERP system with a deep link to the order locator.

C : Use Salesforce Connect and External Objects to represent this information in Salesforce.

Answer: C

Confidently Practice Online with Free Service-Cloud-Consultant Exam Cram

Buying Options: