Question 1

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.

What should the consultant recommend to address this problem

Options :

A : Configure Case Assignment Rules to use Queues.

B : Configure Omni-Channel Routing Model as Most Available.

C : Configure Case Assignment Rules to use Users.

D : Configure Omni-Channel Routing Model as Least Active.

Answer: A

Question 2

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

Options :

A : customer satisfaction Survey

B : Customer Purchase History

C : Customer Support Requests

D : Net promoter Score

E : Service Level Agreement

Answer: A,B,D

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

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes articles type. Support Managers have confirmed that articles of types FAQ exist in Production.

How should a consultant correct this problem

Options :

A : Grant Authors access to the FAQ article type.

B : Set article Org Wide Default to Public ReadWrite.

C : Add Authors to the FaQ Data Category.

D : Grant Authors access to the FaQ record type

Answer: D

Question 5

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7

Options :

A : Filter or Cosed When Created equals true

B : Filter on Status equals Ctosea Resolved

C : Filter where Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

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