Question 1

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 2

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 3

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a callcompletes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insightabout agent efficiency.Which metric should a consultant recommend to track the efficiency of individual agents?

Options :

A : Total Emails Sent

B : Call Abandonment

C : After Conversation Work Time

Answer: C

Question 4

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 5

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs tomeet changing customer expectations while also uplifting agent skill sets and organizational success.In which order would a consultant work through a high-level discussion and planning session withCK?

Options :

A : Gather organizational vision, map processes, plan metrics, and plan for user feedback.

B : Gather organizational vision, map processes, plan for user feedback, and define metrics.

C : Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Answer: A

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