Question 1

What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

Options :

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: A,B,E

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 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

Question 4

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

Options :

A : Article Translation

B : Data Category Groups

C : Chatter Answers

D : Data Category Visibility

Answer: D

Question 5

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