Question 1

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. Thebusiness requires that if a package is reported lost, the AI agent must immediately escalate the conversation toa 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

The service center managers and IT team at Cloud Kicks have asked the consultant for a cost-benefit analysisafter a new Service Cloud implementation.What measurement will reflect cost savings after the implementation?

Options :

A : KPIs for CSAT

B : Reduced license count

C : Reduced service rep backlog

Answer: C

Question 3

Universal Containers wants to develop a new Case Management solution. The end-to-end solution willinclude integrations with third-party systems.Following best practices, which development and deployment path should a consultant recommend?

Options :

A : Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

B : Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

C : Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Answer: C

Question 4

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides written in HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?

Options :

A : Change the HTML format first to support subfields.

B : Create an HTML file for each rich text area field.

C : Modify the import parameters to specify HTML encoding.

Answer: B

Question 5

Which best practice should be used when deploying standard Service Cloud functionality to production?

Options :

A : Ensure that all of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to users of the organization in advance.

C : Ask users to refrain from logging in to production the day of deployment.

Answer: B

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