Question 1

Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.

Options :

A : Use the Most Available routing model.

B : Use the agents' Presence Status.

C : Use Most Cases Closed report.

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

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.Which benefit can be expected from KCS adoption?

Options :

A : Reduced administrative overhead

B : Reduced need for self-service

C : Reduced issue resolution time

Answer: C

Question 5

Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability.

Options :

A : Use the Salesforce Metadata API via Workbench to deploy the permission sets.

B : Deploy the permission sets using an outbound change set from sandbox to production.

C : Manually recreate the permission sets directly in production to ensure accuracy.

Answer: B

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