Question 1

Universal Containers wants to let its customers interact in real time with support agents from their computers

and mobile

devices.

Which feature should a consultant recommend to meet this requirement?

Options :

A : Web-to-Case

B : Einstein Chat Bot

C : Knowledge articles

Answer: B

Question 2

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 3

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and

calendar month.

Which reporting solution should the consultant recommend?

Options :

A : Create a report using Grouping.

B : Create a reporting snapshot.

C : Create a joined report.

Answer: C

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 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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