Question 1

Universal Containers (UC) has regional contact centers around the world. UC hasimplemented Service Cloud with the organization wide default for Cases set to Private. The UC rolehierarchy is set up by region. Support managers want to see support metrics for their region bydefault. UC needs a scalable solution.Which strategy should a consultant recommend?

Options :

A : Create a dashboard using Reporting Snapshots.

B : Create a dashboard for each support manager.

C : Create a Dynamic Dashboard.

Answer: C

Question 2

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed andfully productive isa priority. UC implemented a standardized agent-customer dialog to assist agents.Which feature should a consultant integrate into the Service Console?

Options :

A : In-App Guidance

B : Einstein Next Best Action

C : Actions & Recommendations

Answer: B

Question 3

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

Options :

A :

Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B :

Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C :

Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Answer: C

Question 4

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how longeach case is owned by each team before it gets resolved.Which report should the Service Cloud Consultant use for this requirement?

Options :

A : Cases with Historical Trending report

B : Case Lifecycle report

C : Case with Milestone report

Answer: B

Question 5

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contractincludes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like anefficient method to manage the setup.What is the recommended configuration to meet the requirements?

Options :

A : Create a single entitlement process on both the Case and the Work Order.

B : Create a Flow to assign the entitlement process to the Work Order.

C : Create separate entitlement processes for the Case and Work Order.

Answer: A

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