Question 1

The customer support team at Universal Containers (UC) has noticed a large increase in Case Resolution times recently. UC wants to use Einstein for Service to help agents locate the relevant information more quickly.

Options :

A : Einstein Bots

B : Einstein Article Recommendations

C : Einstein Reply Recommendations

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

A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations.CK has multiple departments with disconnected processes and limited documentation. The consultant ispreparing for the project kickoff and wants to ensure the engagement begins successfully.What should the consultant do first to ensure the success of the engagement?

Options :

A : Review documentation after the solution design has been completed.

B : Begin building a prototype based on assumed best practices.

C : Schedule interviews with department leaders to gather current process details and pain points.

Answer: C

Question 4

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and

update their cases online. Customers should only be able to access the cases where they are listed as the

contact, 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 5

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).

Which feature should the consultant configure as part of the implementation?

Options :

A : Milestones

B : Escalation Rule

C : Scheduled Flow Action

Answer: A

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