Question 1

Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.What two solutions can a consultant suggest to meet the agent's requirements?Choose 2 answers

Options :

A : Add multiple ELSE IF blocks after the IF block

B : Add conditional logic to the instructions

C : Create a formula to build the macro logic around

D : Add a formula block to the macro

Answer: C,D

Question 2

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way fortheir agents to handle more customer transactions per day.Which two features should a Consultant recommend?Choose 2 answers

Options :

A : Facebook Messaging

B : Escalation Rules

C : Chat

D : Case Auto-Response

Answer: C,D

Question 3

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK wants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?

Options :

A : Messaging for Web

B : AppExchange package

C : Einstein Bots

Answer: A

Question 4

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

Options :

A : set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B : Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C : Deliver the entire project simultaneously so as to present UC with a completed solution.

D : Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Answer: B

Question 5

Universal Containers wants to offer its customers interactive chat as well as case processing. The same team of service agents will be handling both types of communication from customers. Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?

Options :

A : Case assignment rules

B : Omni-Channel

C : Case team

Answer: B