Question 1

A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations.

CK has multiple departments with disconnected processes and limited documentation. The consultant is

preparing for the project kickoff and wants to ensure the engagement begins successfully.

What should the consultant do first to ensure the success of the engagement?

Options :

A : Review documentation after the solution design has been completed.

B : Begin building a prototype based on assumed best practices.

C : Schedule interviews with department leaders to gather current process details and pain points.

Answer: C

Question 2

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone.

Which milestone recurrence type should the consultant recommend?

Options :

A : Independent Recurrence

B : No Recurrence

C : Sequential Recurrence

Answer: A

Question 3

Universal Containers’ customers prefer speaking to a live support agent for complex product issues. This

results in a high volume of phone calls

and customer dissatisfaction about long hold times.

Which functionality should the consultant recommend to address the problem?

Options :

A : Embedded Chat window

B : Contact requests

C : Web-to-Case

Answer: A

Question 4

Cloud Kicks provides support for their customers 24 hours a day. The Service Managers at Cloud Kicks

would like to have a report that shows the average number of days cases stay open. The Service Cloud

Consultant has created a report using the standard Age field, but this is not correctly showing the age for open

cases.

What should the consultant do to resolve this?

Options :

A : Create a custom formula field to calculate the case age.

B : Create a report snapshot of number of open cases per day.

C : Enable Business Hours Age in Setup and add the field to the report.

Answer: C

Question 5

Universal Containers wants to let its customers interact in real time with support agents from their computers

and mobile

devices.

Which feature should a consultant recommend to meet this requirement?

Options :

A : Web-to-Case

B : Einstein Chat Bot

C : Knowledge articles

Answer: B

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