Question 1

Cloud Kicks has hired a Service Cloud Consultant to build out its reports. The consultant has created a

Case History report to track the history of standard and custom fields on cases and solutions where

field histories are set up for tracking.

What should the consultant keep in mind when working on this report type?

Options :

A : The Data Type and New Value fields are available for viewing only.

B : The User and New Value fields are available for viewing only.

C : The Old Value and New Value fields are available for viewing only.

Answer: C

Question 2

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 3

The contact center supervisors at Cloud Kicks recently implemented Omni-Channel and would like to monitor key metrics such as handle time, speed to answer, and active time. How can the Service Cloud Consultant achieve this requirement?

Options :

A : Install the prebuilt reports from the Service Setup Assistant.

B : Create a custom report type for Case Milestones.

C : Create a Case Lifecycle report.

Answer: A

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

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined

case teams to add specialists on a case. Specialists need to be able to view cases

and add related records to the case.

What is the recommended level of case access for the Case Team role?

Options :

A : Territory Rule

B : Read-Only

C : Private

Answer: B

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

Buying Options: