Question 1

Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way fortheir agents to handle more customer transactions per day.Which two features should a Consultant recommend?Choose 2 answers

Options :

A : Facebook Messaging

B : Escalation Rules

C : Chat

D : Case Auto-Response

Answer: C,D

Question 2

Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.Which question should be asked to determine the preferred solution?

Options :

A : Do multiple versions of the entitlements need to be created and maintained?

B : It support provoded on a periodic basis and renewed annually?

C : Do Service Agents need to determine whether a customer is eligible for support?

D : Will customers access selft service resources through Experince Cloud?

Answer: C

Question 3

Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation. Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

Options :

A : Average Handle Time

B : Reduced Call Volume

C : Total Open Cases

Answer: A

Question 4

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required. Which solution should a Consultant suggest to improve the efficiency of console users?

Options :

A : Enable Keyboard shortcuts

B : Define criteria-based record page components

C : Configure Macros

D : Create multiple Console layouts

Answer: A

Question 5

The VP of service at Universal Containers wants to make it easier and faster for support agents to send Knowledge articles to the customer. What should a consultant configure to send the article to the customer?

Options :

A : Set up the Case Deflection component to share Knowledge articles.

B : Create a Macro to send an email with Knowledge articles.

C : Create an auto-response rule that links to Knowledge articles.

Answer: B