Question 1

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 2

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

Options :

A : Customize the lightning console chat page

B : Configure a chat validation rule

C : Customize the pre chat form

D : ConfigureLightningGuided Engagement

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

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.Which action should be taken to reduce the call volumes and escalations?

Options :

A : Create Knowledge Articles and publish internally and publicly.

B : Configure IVR routing to bypass Tier 1 for the product line.

C : Configure Omni-channel to assign cases directly to Tier 2.

D : Create a dashboard to track and manage call volumes by type.

Answer: A

Question 5

Service Agents report that there are so many buttons and components on the Case layout that it is difficult for them to remember which features should be used. How can a consultant address this concern?

Options :

A : Implement record types and page layouts.

B : Use Einstein Next Best Action.

C : Configure Path for Cases.

D : Improve Validation Rule messages.

Answer: C