Question 1

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 2

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 3

Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and

categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available

on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the

Approval Process.

What should a consultant recommend to meet the requirement?

Options :

A : Use a record-triggered flow to determine when article approvals are needed.

B : Use a record-triggered flow to submit all articles for approval.

C : Use a scheduled action to determine when article approvals are needed.

Answer: B

Question 4

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

Question 5

Universal Containers wants to provide its resellers a secure portal where they can share their customer

accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

Options :

A : Employee Community

B : Partner Experience site

C : Customer Experience site

Answer: B

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