Question 1

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK wants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?

Options :

A : Messaging for Web

B : AppExchange package

C : Einstein Bots

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

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

Options :

A : Ensure that at least 60% of the code is covered by unit tests before deploying to production.

B : Plan and communicate the deployment to all users of the organization in advance.

C : Select a window of time when users will NOT be making changes to the organization.

D : Ensure all users refrain from logging into production for an entire day prior to deployment.

E : Migrate a test deployment to a staging environment for a smoother real-life experience.

Answer: B,C,E

Question 4

Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests. Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.What is the recommended feature to improve productivity?

Options :

A : Quick Text

B : Service Console

C : Lightning Utility Bar

D : Macros

Answer: D

Question 5

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Options :

A : Validation Rules

B : Einstein Next Best Action

C : Service Analytics Predictions

D : Einstein Reply Recommendations

Answer: D