Free Service-Cloud-Consultant Mock Exam – Practice Online Confidently

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?

The support manager at Universal Containers wants to measure first-call resolution by channel, agent, and

calendar month.

Which reporting solution should the consultant recommend?

Universal Containers wants to provide its resellers a secure portal where they can share their customer

accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

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

Ursa Major Solar's support department would like to implement a process to ensure customers receive the appropriate support based on their service-level agreements (SLAs).