Question 1

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success. In which order would a consultant work through a high-level discussion and planning session with CK?

Options :

A : Gather organizational vision, map processes, plan metrics, and plan for user feedback.

B : Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.

C : Gather organizational vision, map processes, plan for user feedback, and define metrics.

Answer: A

Question 2

Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

Options :

A : Comment Search Component

B : Comments List View

C : Global Search

D : Search Utility Component

Answer: C

Question 3

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.Which approach should a consultant recommend in this scenario?

Options :

A : Assign a global team of experienced agents and leaders to create a common design template and report structure.

B : Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C : Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D : Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Answer: A

Question 4

Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

Options :

A : set a cutoff date of 1.5 months before user acceptance testing for any change requests.

B : Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

C : Deliver the entire project simultaneously so as to present UC with a completed solution.

D : Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

Answer: B

Question 5

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.What is the recommended license to meet the requirement?

Options :

A : Service Cloud User feature license

B : Einstein Reply Recommendations

C : Einstein Social Insights add-on

D : Social Service Pro add-on

Answer: A

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