Question 1

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

Options :

A : Create a case assignment rule to ensure cases are owned by a user when closed.

B : Use a data tool to update the owner field on closed cases.

C : Create a Process Builder and Flow to change the owner on closed cases.

D : Create a case validation rule to ensure cases are owned by a user when closed.

Answer: A,B

Question 2

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement?

Options :

A : Record Types

B : Dynamic Forms

C : Omni-Channel

Answer: A

Question 3

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.

How should a consultant configure this requirement?

Options :

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

B : Add the Knowledge tab to the Service Console.

C : Add Knowledge Data Categories to each Case.

D : Add the Knowledge Component to the Case record page.

Answer: D

Question 4

Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to 10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.

What are two recommended service console features that work together to improve the process **

Choose 2 answers

Options :

A : Quick Action

B : Outbound Sales Dialer

C : Macros

D : History Utility

Answer: B,D

Question 5

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Options :

A : Account tabs and Cases tab

B : Case tabs with Account subtabs

C : Account tab with Cases related list

D : Account tabs with Case Subtabs

Answer: C