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

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

Options :

A : Contact Salesforce to send a report on article efficacy.

B : Send out a monthly survey to customers requesting feedback.

C : Install Knowledge Base Dashboards and Reports AppExchange package.

D : Create a group of super users that will evaluate and manage articles.

Answer: C

Question 3

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is a cost-effective method for agents to create these activities?

Options :

A : Navigate a Screen Flow.

B : Execute a macro.

C : Leverage Einstein Case Wrap-Up.

Answer: A

Question 4

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement. Which methodology should the consultant recommend given the requirements?

Options :

A : Agile

B : Hybrid

C : Waterfall

Answer: A

Question 5

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options :

A : Standard Email-to-Case with assignment rules

B : Lightning Email with web routing prioritization

C : Omni-Channel with prioritized queues

D : Standard Web-to-Case with assignment rules

Answer: A