Question 1

Milestones can be added to which two Object types?Choose 2 answers

Options :

A : Account

B : Work Order

C : Last

D : service

Answer: B,C

Question 2

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.Which action should be taken to reduce the call volumes and escalations?

Options :

A : Create Knowledge Articles and publish internally and publicly.

B : Configure IVR routing to bypass Tier 1 for the product line.

C : Configure Omni-channel to assign cases directly to Tier 2.

D : Create a dashboard to track and manage call volumes by type.

Answer: A

Question 3

Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.What is the recommended feature to improve productivity?

Options :

A : Quick Text

B : Service Console

C : Lightning Utility Bar

D : Macros

Answer: D

Question 4

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.What feature should a consultant recommend to meet this requirement?

Options :

A : Web-to-Case

B : Embedded Chat Service

C : Customer Community

D : Case Assignment Rules

Answer: B

Question 5

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.Which approach should be used for the data migration?

Options :

A : Prepare, Plan, Test, Execute, Validate

B : Plan, Prepare, Test, Execute, Validate

C : Prepare, Plan, Validate, Execute, Test

D : Plan, Prepare, Validate, Execute, Test

Answer: D