Question 1

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.Which approach should a consultant implement?

Options :

A : Define Case Auto-Response Rules.

B : Establish Case Assignment Rules.

C : Create a Process Builder with Scheduled Actions.

D : Configure Case Escalation Rules.

Answer: D

Question 2

Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution. What is the recommendeo report change to meet the requirements7

Options :

A : Filter or Cosed When Created equals true

B : Filter on Status equals Ctosea Resolved

C : Filter where Dete/Time Opened equals Created Date

D : Filter where Closed Date equals Created Date

Answer: A

Question 3

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

Options :

A : Customize service channel settings to define how the organization receives work from various

B : Create a Salesforce Case to have Omni-Channel enabled.

C : Create the necessary objects in Salesforce.

D : From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Answer: D

Question 4

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current system has thousands of help articles such as FAQs, step-by-step guides, and troubleshooting guides. A group of specialists will create and manage these articles in Salesforce.What is the recommended license for the specialists?

Options :

A : Knowledge Only User

B : Satesforce

C : WDC Only User

D : Salesforce Platform

Answer: A

Question 5

Universal Containers is implementing Service Cloud to make the workflow more efficient and improve customer support. When setting up Service Cloud, which aspect is crucial to ensure that service agents have access to the right customer information?

Options :

A : Tailoring the objects to expose specific customer data

B : Enhancing user profiles for customer services

C : Optimizing the user interface for improved usability

Answer: A