Question 1

Cloud Kicks (CK) uses Service Cloud to manage its customer support, and its inventory and order data isstored in Snowflake. CK's customers use support to ask about their orders and request replacement items. CKwants to avoid duplicating this data in Salesforce but still provide real-time, actionable insights for supportreps.What should the Service Cloud Consultant recommend so that support reps will have a comprehensive viewof their customers' order history?

Options :

A : Use an Apex integration to pull order data from Snowflake via API each time a case is opened.

B : Use MuleSoft to extract order data from Snowflake and store it in a custom object in Salesforce for support reps to reference.

C : Use Data Cloud to connect to Snowflake, and unify order data with CRM data.

Answer: C

Question 2

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-onlysupport. Support agents are certified on one or more specific product lines. CKwould like to provide support through multiple channels. CK wants to ensure a consistent customerexperience.Which solution should the consultant recommend to meet the requirements?

Options :

A : Omni Channel with Queue-Based Routing

B : Omni-Channel with Capacity-Based Routing

C : Omni-Channel with Einstein Case Routing

Answer: C

Question 3

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customerservice-levelagreements (SLAs).Which feature should a consultant use to meet this request?

Options :

A : Service Contracts

B : Salesforce Survey

C : Entitlement process

Answer: C

Question 4

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Options :

A : Path for Cases

B : Escalation Rules

C : Einstein Next Best Action

Answer: A

Question 5

Cloud Kicks (CK) wants to adopt artificial intelligence (AI) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein AI products.

Options :

A : Review and address Case data issues and set up Einstein Article Recommendations.

B : Confirm there are enough closed cases and turn on Einstein Service AI Grounding with Cases.

C : Review and address Case data issues and set up Einstein Classification Apps.

Answer: C

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