Question 1

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolutionby call center.Which analytics solution should the consultant recommend?

Options :

A : Case report grouped by Call Center

B : Case History report grouped by Call Center

C : Dynamic Dashboard grouped by Call Center

Answer: C

Question 2

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle securityrelated issues have complained that case records are being routed to them incorrectly.What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

Options :

A : Open the relevant record being routed.

B : Debug Omni-Channel routing from Setup

C : Open the Omni-Channel Supervisor tab.

Answer: C

Question 3

Cloud Kicks (CK) provides varying levels of support based on the customer's service contract. For customers with a Gold service contract, CK plans to use milestones. For example, a call comes in at 11:00 AM on Wednesday. The service rep responds at 1:00 PM on Wednesday to complete the first milestone. Then, the service rep must respond by 1:00 PM on Thursday to complete the second milestone. Which milestone recurrence type should the consultant recommend?

Options :

A : Independent Recurrence

B : No Recurrence

C : Sequential Recurrence

Answer: A

Question 4

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs tomeet changing customer expectations while also uplifting agent skill sets and organizational success.In which order would a consultant work through a high-level discussion and planning session withCK?

Options :

A : Gather organizational vision, map processes, plan metrics, and plan for user feedback.

B : Gather organizational vision, map processes, plan for user feedback, and define metrics.

C : Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

Answer: A

Question 5

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. Thebusiness requires that if a package is reported lost, the AI agent must immediately escalate the conversation toa service rep.How should the consultant achieve this?

Options :

A : Add an instruction to the AI agent stating that any utterance of lost packages should trigger the escalation.

B : Use the standard Employee Agent Escalation topic to handle all escalations.

C : Use skills-based routing to transfer the conversation to the appropriate service rep.

Answer: A

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