Question 1

What arc three necessary steps to test that the Omm-Channel implementation is routing correctly?Choose 3 answers

Options :

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: B,C,D

Question 2

Milestones can be added to which two Object types?Choose 2 answers

Options :

A : Account

B : Work Order

C : Last

D : service

Answer: B,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

UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

Options :

A : Change set

B : Manuallyre create the Permission sets

C : Create an Unmanaged package

D : Publish a Managed package

Answer: A

Question 5

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