Question 1

Universal Containers is considering additional channels for its customers to communicate directly withcustomer support reps. Currently, customers are able to open support tickets through social media,web chat, phone, and SMS.In addition to Digital Engagement, what should a consultant recommend to meet the requirement?

Options :

A : AppExchange

B : Email-to-Case

C : Inbox

Answer: B

Question 2

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 3

Universal Containers (UC) has Service Cloud Voice. UC occasionally experiences surges in call volume.Leadership would like to see the impact of surges on internal metrics.Which key performance indicator (KPI) should the consultant report on to meet the requirement?

Options :

A : First call resolution and cases per hour

B : After call work time and customer effort score

C : Abandon rate and average speed to answer

Answer: C

Question 4

Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wantsto improve the team’s ability to prioritize time-sensitive work while continuing to handle their long-runningwork.Which feature should a consultant recommend?

Options :

A : Skills-Based Routing

B : Interruptible Capacity

C : Omni-Channel Supervisor

D : Secondary Routing Priority

Answer: B

Question 5

Universal Containers wants to set a custom field on the messaging session based on the URL from which theconversation originated.What should a consultant recommend to meet the requirement?

Options :

A : Use a Flow.

B : Einstein

C : Use a macro.

Answer: A

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