Question 1

What should a consultant recommend service agents use?

Options :

A : Einstein Next Best Action Strategy Guilder.

B : History tab on the Actions & Recommendations comporent.

C : Paused now interviews Lightning Component.

D : Recommendation Strategy Metrics related list.

Answer: A

Question 2

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 3

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 4

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 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