Question 1

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 2

Universal Containers provides phone support to customers. The abandoned call rate has been high in recentmonths.Which solution should a Service Cloud Consultant recommend to address the issue?

Options :

A : Create case assignment rules for service rep routing.

B : Configure and set up Service Swarming in Slack.

C : Enable contact requests and queue callbacks.

Answer: C

Question 3

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 4

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for itscontact center for the first time. The project requires quick iterations and speedy completion. UC hasrequested frequent updates from the project team for check-ins and refinement.Which methodology should the consultant recommend given the requirements?

Options :

A : Waterfall

B : Hybrid

C : Agile

Answer: C

Question 5

Universal Containers provides phone support to customers. The abandoned call rate has been high in recent

months.

Which solution should a Service Cloud Consultant recommend to address the issue?

Options :

A : Create case assignment rules for service rep routing.

B : Configure and set up Service Swarming in Slack.

C : Enable contact requests and queue callbacks.

Answer: C

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