Question 1

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App andWeb (MIAW).Which feature should a consultant recommend?

Options :

A : Omni-Channel Routing

B : Milestones & Entitlements processes

C : Case Assignment rules

Answer: A

Question 2

A manager would like information on which Knowledge articles are used most often by call center agents.Which report should a consultant use to identify the Knowledge articles that are used most often?

Options :

A : Knowledge articles with the most revisions

B : Knowledge articles with the highest ratings

C : Number of Knowledge articles attached to Cases

Answer: C

Question 3

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 4

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

Question 5

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

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