Question 1

Universal Containers is implementing Service Cloud to make the workflow more efficient and improvecustomer support.When setting up Service Cloud, how can a consultant ensure that service agents have access to the rightcustomer information when viewing a case?

Options :

A : Use a formula to pull fields from a contact record to the case.

B : Use a flow to copy a value from a contact record to the case.

C : Expose cross object fields on the case record Lightning page.

Answer: C

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

Cloud Kicks provides phone support to customers using the Service Cloud Voice Dialer. Once a callcompletes, support agents often need to send a follow-up email or finalize case notes. CK wants to get insightabout agent efficiency.Which metric should a consultant recommend to track the efficiency of individual agents?

Options :

A : Total Emails Sent

B : Call Abandonment

C : After Conversation Work Time

Answer: C

Question 4

The VP of Service at Cloud Kicks (CK) wants to enable Service Cloud users to access and generate reportsusing work order data stored in an enterprise data warehouse (EDW).Which approach should the consultant recommend to streamline this process with minimal effort?

Options :

A : Create a Custom Object and utilize Data Loader to import work order data into Salesforce.

B : Use Salesforce Connect and External Objects to represent work order data in Salesforce.

C : Implement a batch integration process that runs every 15 minutes to synchronize work order data into Salesforce.

Answer: B

Question 5

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

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