Question 1

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).

Which feature should the consultant configure as part of the implementation?

Options :

A : Milestones

B : Escalation Rule

C : Scheduled Flow Action

Answer: A

Question 2

Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This

results in a high volume of phone calls

and customer dissatisfaction about long hold times.

Which functionality should the consultant recommend to address the problem?

Options :

A : Embedded Chat window

B : Contact requests

C : Web-to-Case

Answer: A

Question 3

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 4

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone.

Which milestone recurrence type should the consultant recommend?

Options :

A : Independent Recurrence

B : No Recurrence

C : Sequential Recurrence

Answer: A

Question 5

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way

to improve service agent efficiency.

A recent study found agents spend a lot of time searching for articles, manually copying text from the article,

and pasting it into responses.

What should a consultant recommend as a solution?

Options :

A : Set up quick text options in the utility bar to add article links.

B : Configure Lightning Knowledge component and related list actions.

C : Configure Lightning Knowledge component to auto attach article PDF.

Answer: B

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