Question 1

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.

What should the consultant recommend to decrease case closure time?

Options :

A : Add data category groups.

B : Create synonym groups.

C : Enable Suggested Articles.

Answer: C

Question 2

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 3

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract

includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an

efficient 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

Question 4

Universal Containers wants to allow customers to send messages to agents in Service

Console via their preferred mobile app.

Which feature should a consultant recommend?

Options :

A : Einstein Bots

B : OmniStudio

C : Messaging

Answer: C

Question 5

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle securityrelated issues have complained that case records are being routed to them incorrectly.What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Options :

A : Open the relevant record being routed.

B : Debug Omni-Channel routing from Setup

C : Open the Omni-Channel Supervisor tab.

Answer: C

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