Question 1

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

Question 2

Cloud Kicks (CK) supports customers through Salesforce Messaging. Service reps have reported multipleinstances where customers have used abusive language because they are upset with the company. However,CK still needs to service these customers.Which solution should the Service Cloud Consultant recommend?

Options :

A : Create a Service Agent for intake and use the Raise Supervisor Flag action.

B : Use Slack Case collaboration to get the customer solution quickly.

C : Create a Service Agent for intake and use the Escalate to Supervisor action.

Answer: C

Question 3

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

Question 4

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. The

business requires that if a package is reported lost, the AI agent must immediately escalate the conversation to

a service rep.

How should the consultant achieve this?

Options :

A : Add an instruction to the AI agent stating that any utterance of lost packages should trigger the escalation.

B : Use the standard Employee Agent Escalation topic to handle all escalations.

C : Use skills-based routing to transfer the conversation to the appropriate service rep.

Answer: A

Question 5

Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locations

are over capacity while other locations have available capacity. Managers would like the ability to respond to

these situations.

What should a consultant recommend as a solution?

Options :

A : Use Omni-Channel Skills-Based Routing to expedite case resolution.

B : Configure an Overflow Assignee in Omni-Channel Routing.

C : Use Omni Supervisor to change reps' queues.

Answer: C

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