Question 1

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

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

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf. What should a consultant recommend to meet the requirement?

Options :

A : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

B : An organization-wide default of Public Read/Write on the Case object

C : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

Answer: C

Question 4

Cloud Kicks wants to easily tum social network posts into cases to respond to customer complaints. Support agents will need to respond to posts on Facebook, twitter, and instagram.What is the recommended license to meet the requirement?

Options :

A : Service Cloud User feature license

B : Einstein Reply Recommendations

C : Einstein Social Insights add-on

D : Social Service Pro add-on

Answer: A

Question 5

universal containers is implementing a customer community using thecustomer service template.One of the requiremnets is for members to be ableto find knowledge articles based on the product type.How should consultantsatisfy this requirement

Options :

A : Define article types with sharing settings

B : Enable suggested artciels in the community

C : Utilize topic tags for each product type

D : Set the visibility to the data categories

Answer: C