Question 1

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submitsupport requests instead of calling the customer service center. The product owner has asked the consultant tocreate the implementation plan and research solutions.What should the consultant do before creating an implementation plan?

Options :

A : Review Service Setup Assistant for Web-to-Case.

B : Review guidelines and limits for Web-to-Case.

C : Review Einstein Conversation Mining for Web-to-Case.

Answer: B

Question 2

Universal Containers wants to develop a new Case Management solution. The end-to-end solution willinclude integrations with third-party systems.Following best practices, which development and deployment path should a consultant recommend?

Options :

A : Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

B : Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

C : Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Answer: C

Question 3

Universal Containers (UC) frequently receives complex customer issues that require retrieving informationfrom internal knowledge articles not tagged with individual fields. UC needs a service that can process thisdata and provide accurate, grounded responses.What should the Service Cloud Consultant recommend?

Options :

A : Agentforce for Service and Agentforce Data Library.

B : Einstein Bots and Article Answers feature.

C : Apex layer that fetches data in real-time from multiple data sources.

Answer: A

Question 4

A company is planning for the migration of an existing external knowledge base intoSalesforce Knowledge.Which set of factors should be considered when selecting the articles to migrate?

Options :

A : Original creation date and total number of article views in the last year

B : Last modified date and terms searched frequently in the last year

C : Last modified date and total number of article view in the last year

Answer: C

Question 5

To help service reps more accurately respond to a new case, Universal Containers wants a list of relevantKnowledge articles displayed on the Case record page.How should a Service Cloud Consultant configure this requirement?

Options :

A : Add the Knowledge related list to the Case record page.

B : Add the Knowledge component to the Case Lightning record page.

C : Add the Knowledge component to the Case page layout.

Answer: B

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