Question 1

Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.

What is the recommended solution to meet the requirements'

Options :

A : Configure e deshboerd refresh schedule.

B : Ensure View All Data is not assigned to users.

C : Use a Dynamic Dashboard based on running user.

D : Add multiple Dashboard Filters.

Answer: C

Question 2

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

Options :

A : Configure Lightning Guided Engagement.

B : Configure a Live Chat Validation Rule.

C : Customize the Pre-chat form.

D : Customize the Lightning Console chat page.

Answer: C

Question 3

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Options :

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Question 4

Which search mechanism should be used to find case comments from within the lightning service console?

Options :

A : Search utility component

B : Comment search component

C : Comments list view

D : Global search

Answer: D

Question 5

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

* Agents need to collaborate with other teams.

* The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

Options :

A : Use Process Builder for notifications and case teams to monitor cases.

B : Use Process Builder for notifications and account teams to monitor cases.

C : Use escalation rules for notifications and account teams to monitor cases.

D : Use escalation rules for notifications and case teams to monitor cases.

Answer: A