Question 1

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 2

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

Options :

A : CTI Adapter configuration

B : Lightning Console enablement

C : Call Center Definition File creation

D : Service Console case creation configuration

Answer: A,C

Question 3

Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.What should a consultant recommend?

Options :

A : Organize up to 200 categories in each category group.

B : Consolidate into 3 or fewer category groups.

C : Reorganize Into a hierarchy with 6 or fewer levels.

D : Assign up to 10 data categories per category group to each article.

Answer: D

Question 4

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.What should a consultant recommend as the next step?

Options :

A : Prioritize the requirements based on who submitted them.

B : Identify the requirements needed for initial GoLive.

C : Provide a timeline that addresses all the requirements.

D : Organize the requirements from largest to smallest.

Answer: B

Question 5

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.What should a consultant recommend to meet the requirements?

Options :

A : Recent Items set to Account object.

B : Hitory Utility in the Utility bar.

C : Actions & Recommendations component.

D : Screen flow launched from a global action.

Answer: A