Question 1

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult tofind the information they need. After reviewing the agents’ console use, a consultant has determined that allconfigured features are required.Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

Options :

A : Train on keyboard shortcuts.

B : Prepare macros.

C : Create multiple console layouts.

Answer: C

Question 2

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 3

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 4

Universal Containers has three internal divisions that use Salesforce Knowledge. Compliance requirementsmandate that each division should onlyhave access to its own articles when performing a search.Which solution should a consultant recommend to meet this requirement?

Options :

A : Create a sharing rule for each division to provide access using the role hierarchy.

B : Create a sharing rule for each division to provide access based on the article category.

C : Create a single data category group for each division and provide access using the role hierarchy.

Answer: C

Question 5

Cloud Kicks provides regular and special support to customers. When a special case is created, a dedicatedaccount manager needs Read-Only access and a support specialist needs Read and Write access.Which feature will provide the required level of access?

Options :

A : View All for Case

B : Case teams

C : Manager groups

Answer: B

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