Question 1

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a wayto improve service agent efficiency.A recent study found agents spend a lot of time searching for articles, manually copying text from the article,and pasting it into responses.What should a consultant recommend as a solution?

Options :

A : Set up quick text options in the utility bar to add article links.

B : Configure Lightning Knowledge component and related list actions.

C : Configure Lightning Knowledge component to auto attach article PDF.

Answer: B

Question 2

Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and

categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available

on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the

Approval Process.

What should a consultant recommend to meet the requirement?

Options :

A : Use a record-triggered flow to determine when article approvals are needed.

B : Use a record-triggered flow to submit all articles for approval.

C : Use a scheduled action to determine when article approvals are needed.

Answer: B

Question 3

Cloud Kicks' service agents frequently receive requests for order updates. All orderinformation is managed by a separate cloud-based enterprise resource planning (ERP) system.Agents currently jump between applications to search for these details and have asked if this processcan be improved.Which approach should the consultant recommend to streamline the process?

Options :

A : Create a batch integration process that runs hourly to pull all order updates into Salesforce

B : Create a dynamic action that launches the ERP system with a deep link to the order locator.

C : Use Salesforce Connect and External Objects to represent this information in Salesforce.

Answer: C

Question 4

Cloud Kicks provides support to customers in email, social, and chat channels. Managers want to find a way

to improve service agent efficiency.

A recent study found agents spend a lot of time searching for articles, manually copying text from the article,

and pasting it into responses.

What should a consultant recommend as a solution?

Options :

A : Set up quick text options in the utility bar to add article links.

B : Configure Lightning Knowledge component and related list actions.

C : Configure Lightning Knowledge component to auto attach article PDF.

Answer: B

Question 5

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

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