Question 1

Support reps at Cloud Kicks handle three unique types of customer issues. Support rep turnover is high, so there are many inexperienced reps on the front lines. Management would like a way for all reps to gather information relevant to the specific issue in a user-friendly interface and ensure Einstein Next Best Action is displayed. Following best practices, how should the admin configure Service Cloud to meet these requirements?

Options :

A : Use the Actions & Recommendations component to launch flows.

B : Create a Lightning record page for each record type.

C : Define page layouts, record types, and support processes.

Answer: A

Question 2

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create andupdate their cases online. Customers should only be able to access the cases where they are listed as thecontact, including cases created by the support team on their behalf.

Options :

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy.

B : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record.

C : An organization-wide default of Public Read/Write on the Case object.

Answer: B

Question 3

Universal Containers (UC) wants its Agentforce Service Agent to provide accurate and trustworthy responses

to customer inquiries by leveraging their vast repository of internal knowledge articles, which includes both

structured fields and unstructured text.

How can a Service Cloud Consultant design for the accuracy and trustworthiness of the AI agent's responses

using this company's data?

Options :

A : Map specific fields from Knowledge articles to predefined questions.

B : Use Agentforce Data Library with Knowledge to ground the AI agent.

C : Use the LLM's global Knowledge data set to restructure UC's data.

Answer: B

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 requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a

case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?

Options :

A : Case teams

B : Case swarms

C : Account teams

Answer: A

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